On-Hold Messaging: Making the Most of a Captive Audience

According to a recent AT&T study, more than 70%on-hold script length will vary.For an average system
of business calls are placed on hold for an average ofwhere customers are on-hold for 1-3 minutes, it's
45 to 60 seconds each. 60% of the callers placed onwise to have at least 2 courtesy messages and 2
hold hang up, and 30% of those that hang up nevermarketing messages, each message timing out to
call back.The opportunity to reach out to yourprecisely 30 seconds (:30).Music should play in
customers is now!They are a captive audience, andbetween the messages for 30 seconds (:30) This will
are eager to hear what you can do for them. Whileresult in 2 minutes of voice-over and 2 minutes of
they are waiting, which for some business could beuninterrupted music play, giving you total of 4
upwards of 10 minutes or longer, you need to keepminutes of on-hold messaging.For systems supporting
their interest, keep them happy, and mostcallers on-hold longer than 4-5 minutes at a time,
importantly, retain their call to avoid losing them andmake sure that your material is kept fresh for your
their confidence before you can even meet theiraudience, with at least 4 different courtesy
needs.By making good use of your on-holdmessages and 4 different marketing messages.To
messaging, you will be able to:* Seep your callersaccompany the voice-over, music is often used as a
interested* Increase satisfaction levels regarding theirsecondary track in a voice-over recording. Music can
experience with your company* Introduce newvary throughout or remain true to a theme.Music
products or services for potential cross sells* Provideshould reflect your business and your customer base.
additional information about your company in aIf you're servicing an extreme sports crowd, the
friendly manner* Instill trust and assurance that you'llmusic might reflect that culture and encompass a
be with them shortly* Retain your callers whiletouch of rock, soft punk, or alternative music
on-hold* Save money by retaining the caller,genres.Capture this opportunity by sharing your
eliminating the need for them to call againTo reallymessage while your customers wait on-hold. With a
capitalize on your on-hold messaging, alternatepowerful on-hold recording and a professional voice
courtesy messages with marketing messages.Here'stalent to deliver your message, you'll be well on your
a sample of a brief On-hold Script.On-hold Messagingway to converting callers into buyers.About is the
Script:Courtesy Message:Thank you for callingindustry leading service that connects clients with
Extreme Sports Gear and Mountain Bikes. We're gladprofessional voice over talents and voice actors.
that you called and appreciate your business. InRadio and television stations, advertising agencies,
respect of your time, a customer servicemarketing executives, casting directors and voice
representative will take your call shortly so that youtalent agencies rely on to easily search for and hire
can get back to the great outdoors.Music in betweenlanguage service providers such as translators,
messages for 30 seconds or so appropriate to yournarrators and professional voice over talents. Clients
listening audience.Marketing Message:Are you at ourthat have worked with include NBC, ESPN, PBS, The
website right now? If so, click on the "Special Offer"History Channel, Reader's Digest, Comcast, Nortel
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average time that your customers are on-hold, your