| 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 of | | | | where customers are on-hold for 1-3 minutes, it's |
| 45 to 60 seconds each. 60% of the callers placed on | | | | wise to have at least 2 courtesy messages and 2 |
| hold hang up, and 30% of those that hang up never | | | | marketing messages, each message timing out to |
| call back.The opportunity to reach out to your | | | | precisely 30 seconds (:30).Music should play in |
| customers is now!They are a captive audience, and | | | | between the messages for 30 seconds (:30) This will |
| are eager to hear what you can do for them. While | | | | result in 2 minutes of voice-over and 2 minutes of |
| they are waiting, which for some business could be | | | | uninterrupted music play, giving you total of 4 |
| upwards of 10 minutes or longer, you need to keep | | | | minutes of on-hold messaging.For systems supporting |
| their interest, keep them happy, and most | | | | callers on-hold longer than 4-5 minutes at a time, |
| importantly, retain their call to avoid losing them and | | | | make sure that your material is kept fresh for your |
| their confidence before you can even meet their | | | | audience, with at least 4 different courtesy |
| needs.By making good use of your on-hold | | | | messages and 4 different marketing messages.To |
| messaging, you will be able to:* Seep your callers | | | | accompany the voice-over, music is often used as a |
| interested* Increase satisfaction levels regarding their | | | | secondary track in a voice-over recording. Music can |
| experience with your company* Introduce new | | | | vary throughout or remain true to a theme.Music |
| products or services for potential cross sells* Provide | | | | should reflect your business and your customer base. |
| additional information about your company in a | | | | If you're servicing an extreme sports crowd, the |
| friendly manner* Instill trust and assurance that you'll | | | | music might reflect that culture and encompass a |
| be with them shortly* Retain your callers while | | | | touch 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 really | | | | message while your customers wait on-hold. With a |
| capitalize on your on-hold messaging, alternate | | | | powerful on-hold recording and a professional voice |
| courtesy messages with marketing messages.Here's | | | | talent to deliver your message, you'll be well on your |
| a sample of a brief On-hold Script.On-hold Messaging | | | | way to converting callers into buyers.About is the |
| Script:Courtesy Message:Thank you for calling | | | | industry leading service that connects clients with |
| Extreme Sports Gear and Mountain Bikes. We're glad | | | | professional voice over talents and voice actors. |
| that you called and appreciate your business. In | | | | Radio and television stations, advertising agencies, |
| respect of your time, a customer service | | | | marketing executives, casting directors and voice |
| representative will take your call shortly so that you | | | | talent agencies rely on to easily search for and hire |
| can get back to the great outdoors.Music in between | | | | language service providers such as translators, |
| messages for 30 seconds or so appropriate to your | | | | narrators and professional voice over talents. Clients |
| listening audience.Marketing Message:Are you at our | | | | that 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 |
| advertisement on our home page to take advantage | | | | Networks, Bell Canada, Microsoft, Cisco Systems, |
| of our Online Summer Sale! Anything listed on our | | | | ING, Western Union, Ford, GM, Jaguar, Firestone |
| website is 25% off if purchased online. Get in the | | | | Tires, American Airlines, the US Army, the US |
| groove of Summer early and save!Depending on the | | | | Government and many more. |
| average time that your customers are on-hold, your | | | | |