Concepts of Hold Messages

Being on hold has become a common occurrence –88 per cent of callers preferred on-hold messages over other hold options, and 16-20 per cent completed a purchase due to an on-hold offer.

Don't let a chance to educate and entertain your callers pass you by. You need to know how to create on hold messages that your caller will love to engage callers and reassure them that they are in control. All that is required is the proper script, the correct voice, and routine updates sprinkled with a dash of innovation.

TIPS FOR ON-HOLD MESSAGES

Follow the subsequent points in mind when writing a killer script that your callers will respond to:

• Speak to your audience: When writing a script, it's critical to remember WHO you're speaking to. Is golf more popular with mothers, youngsters, or middle-aged men? With a captive voice, appeal to their interests regarding your business, and they will be far more receptive to listening (and be patient while doing so).

• Time it appropriately: Because you know your business better than anyone else, you're undoubtedly aware of the average hold time for a caller

• Remain current: Because some businesses have seasonal sales and changes, integrating this information in your script as the year advances to ensure that you stay current on the latest and greatest.

• Be natural: Consider how you would like to be addressed. Typically, the first thing that comes to mind is not a robot. Ensure that you read your script aloud and run it by co-workers or acquaintances. If they become bored or disengaged, your callers are likely to do the same.

• Be aware of their path: What is your desired outcome for your caller? Customize your message to them based on what you discover.

• Provide a call back option: If your phone system supports this function and a caller does not have time to wait on hold, provide them with the choice of receiving a call back or leaving a message without impacting their position in line. This can help lessen the stress associated with waiting.

On Hold Messages assist you in avoiding the issue of callers being left "dangling" and possibly hanging up! Additionally, they help you in projecting an image of a profitable and well-run business. A business that genuinely cares about its consumers and handles callers with dignity: at Media Group, each programme of On Hold Messages is custom-designed to entertain and instruct your callers. We create announcements that are meticulously scripted and read by experienced voice artists. The messages tell recipients about your business, its products and services, as well as any ongoing promotions, special events, or sales activities. We then intersperse these messages with instrumental music tracks that are specifically tailored to your client profile.

On Hold Music for Business

Free gets the gong

Since the beginning of time, three words have proven to be most effective for the advertising copywriter. Those words are new, sale and free.

If I was having a bet I’d say the word “free” is the most effective. All three words are capable of grabbing attention and all three promise or imply reward.

However the word “free” has the added appeal of the universal dream; that of getting something for nothing.

Free does happen

It’s no myth. Here is an example. Let’s assume you’re responsible to organize the new On Hold programme for the business phone system.

The budget isn’t huge but you know the days of Free On Hold Music For Business have long passed. Those days went with the cassette deck. (ask mum)

There was a time when it was common to connect the radio or cd player to the telephone so when callers got placed On Hold they could hear some music.

Of course that practice is not only illegal it was always exposing callers to any bad news on the radio and risqué lyrics in the music selection.

The business had no control over what their callers were hearing when placed on hold.  

It’s risky working the dark side of Free On Hold Music For Business.

Fee Free at last

The logical choice is to do abide by the laws of copyright, but to minimize all outlay. 

At least you can avoid the annual fees. These are the fees imposed by collection agencies operating on behalf of the musicians and publishers who own the intellectual property; the music.

In Australia and New Zealand the fees apply to any business playing music anywhere throughout their operations. This is incudes telephone audio.

To qualify for the fee exemption the music tracks used in your on hold programme should be chosen from a library of Royalty Free Music like the one at Media Group, the business audio specialists. www.mediagroup.com.au