5 tips for creating effective on-hold content

By Helen Cole | 08/02/18 | Telephone Systems

It’s time to start thinking about your on-hold messages. Times have changed and your messages are being heard in more call scenarios than ever before – not just when you press hold! On average around 80% of callers will now hear your on-hold messages, so it’s really important you get it right and make a great impression.

It’s far too common people experience frustration and annoyance when ‘on-hold’. No one likes waiting around for their call to be answered, but when met with no background music or messages a 30 second wait feels like 90 seconds, compared to only 15 seconds with music.

It’s time to start thinking about your on-hold messages. Times have changed and your messages are being heard in more call scenarios than ever before – not just when you press hold! On average around 80% of callers will now hear your on-hold messages, so it’s really important you get it right and make a great impression. It’s far too common people experience frustration and annoyance when ‘on-hold’. No one likes waiting around for their call to be answered, but when met with no background music or messages a 30 second wait feels like 90 seconds, compared to only 15 seconds with music.

Many businesses have not thought about how their calls flow or even considered using on-hold time as a smart and effective tool to communicate with callers. However, with 88% of callers preferring to listen to on-hold messages it’s important your business has a well-managed, up-to-date, professionally recorded message on hold.

With trusted greetings and messages, you can guide callers efficiently to the right person or department in your business, inform callers of alternate routes of contact such as your website, email addresses or direct numbers, answer frequently asked questions and highlight products and services that may be of interest. A survey found a 15% increase in enquiries for services and products mentioned in on-hold messages!

Bespoke on-hold messages and music make your business sound more professional and spark interest, turning wasted on-hold time into a valuable marketing tool. Here are our 5 tips to help you tweak and refresh your business’s on-hold messages:

  1. Don’t let your messages go out of date
    This might seem obvious but it’s surprising how many businesses leave outdated messages running. Callers don’t want to hear something that’s no longer relevant it will set a pretty bad first impression and lose your business credibility.
  2. Know your callers
    Again, this might seem obvious, but it’s surprising how many businesses don’t take advantage of this knowledge. Knowing who your callers are makes it easier to talk to them and help you come up with ideas. It is important to take the time and consider exactly what they want to hear, how it is said and find music that will appeal to them.
  3. Keep it fresh
    Make sure you update your on-hold messages regularly even if it’s just changing the background music a few times a year, people who call regularly will at least think you’re doing something different.
  4. Highlight lesser known products or services
    People who call your business are already familiar with your brand, but very often they don’t know the full portfolio. On-hold messages is a good opportunity to introduce and cross sell into other areas. Customers are more likely to consider buying other services / products from you, but they only will if they know about them!
  5. Avoid information overload
    People are calling you to find a solution to their problems, not to listen to a bombardment of lengthy messages. Make your on-hold messages short, clear and concise and avoid using confusing industry jargon.
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If you need any more advice on your on-hold messages get in touch we can help seamlessly integrate and greatly enhancing your caller experience in no time at all.