We’ve all been there – being put on-hold by the establishments we’re calling. Your lucky if you hear anything on-hold (ie. music), let alone a professional on hold system. Some have even attempted to download some software and try to record their own hold messaging/music, often times this is not done correctly resulting in poor quality -- how annoying it must be having to put up with that! Let’s face it, if you’re not a plumber, you don’t attempt to fix a broken pipe, and the same holds true when it comes to your telephone hold messages. Some things are better left to be done by the professionals.
With too many tasks to do in today’s competitive world, having to wait on-hold for a couple of minutes surely feels irritating. Now that you've had that "ah-hah" moment and realize callers dislike waiting, your goal is to make sure that your callers’on-hold time is worthwhile. Even the most patient callers can get angry, too! It’s one thing to wait for the customer representative; it’s another thing to put up with an on-hold recording that’s not even close to being good enough. In fact, on hold statistics show that that 34% of callers hang-up after just a few moments, and that 20% of those callers won't call back!
Getting the opportunity to have your customer’s full attention doesn’t come often. As much as possible, you want to prevent them from hanging-up; and, you can only do that with a creative on-hold message. Installing a message on-hold in your phone systems can reduce the feeling of frustration from your callers by educating, selling, and entertaining them, while creating a good impression for your brand.
To have professionally recorded on-hold messages, you should be able to find an on-hold message company that can cater to your needs. How will you choose the right company?
Here are the top 5 aspects you need to consider:
1) An experienced and reputable on-hold messaging provider should have a list of equipment options that you can choose from. They should be able to thoroughly explain the pros and cons of each. Prices should be clear and up-front, with no hidden costs. Also, an experienced company should also be able to either install the on-hold equipment for you, guide you through it, or arrange for it to be professionally installed.
2) An experienced and reputable on-hold messaging provider uses a royalty-free music, or they should offer licensing as part of the price.
3) An experienced and reputable on-hold messaging provider should have a variety of male or female voice talents and with sample on hold demos for each.
4) An experienced and reputable on-hold messaging provider should also provide you with different music styles that will fit the image of your brand.
5) An experienced and reputable provider should include on hold message scriptwriting as part of the package. Should you opt to write your own on-hold script to make it sound more personal, don’t forget to read it aloud yourself to see your long your message breaks. This is to prevent the frustrating cycle of emails back and forth with the company as they might instruct you to cut, and then cut some more.
Truth be told, on-hold messaging is the only way to keep customers on the line. They’re willing to wait, as long as it’s worth waiting for. Create a good lasting impression! Educate. Sell. Entertain – that’s what on-hold marketing is all about.