| According to a recent AT&T study, more
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| | or so appropriate to your listening
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| than 70% of business calls are placed on
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| | audience.
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| hold for an average of 45 to 60 seconds
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| | Marketing Message:
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| each. 60% of the callers placed on hold
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| | Are you at our website right now? If so,
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| hang up, and 30% of those that hang up
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| | click on the "Special Offer"
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| never call back.
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| | advertisement on our home page to take
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| The opportunity to reach out to your
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| | advantage of our Online Summer Sale!
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| customers is now!
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| | Anything listed on our website is 25% off
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| They are a captive audience, and are
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| | if purchased online. Get in the groove of
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| eager to hear what you can do for them.
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| | Summer early and save!
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| While they are waiting, which for some
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| | Depending on the average time that your
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| business could be upwards of 10 minutes
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| | customers are on-hold, your on-hold
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| or longer, you need to keep their
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| | script length will vary.
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| interest, keep them happy, and most
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| | For an average system where customers are
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| importantly, retain their call to avoid
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| | on-hold for 1-3 minutes, it's wise to
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| losing them and their confidence before
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| | have at least 2 courtesy messages and 2
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| you can even meet their needs.
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| | marketing messages, each message timing
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| By making good use of your on-hold
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| | out to precisely 30 seconds (:30).
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| messaging, you will be able to:
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| | Music should play in between the messages
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| - Keep your callers interested
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| | for 30 seconds (:30). This will result in
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| - Increase satisfaction levels regarding
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| | 2 minutes of voice-over and 2 minutes of
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| their experience with your company
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| | uninterrupted music play, giving you
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| - Introduce new products or services for
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| | total of 4 minutes of on-hold messaging.
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| potential cross sells
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| | For systems supporting callers on-hold
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| - Provide additional information about
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| | longer than 4-5 minutes at a time, make
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| your company in a friendly manner
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| | sure that your material is kept fresh for
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| - Instill trust and assurance that you'll
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| | your audience, with at least 4 different
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| be with them shortly
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| | courtesy messages and 4 different
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| - Retain your callers while on-hold
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| | marketing messages.
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| - Save money by retaining the caller,
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| | To accompany the voice-over, music is
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| eliminating the need for them to call
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| | often used as a secondary track in a
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| again
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| | voice-over recording. Music can vary
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| To really capitalize on your on-hold
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| | throughout or remain true to a theme.
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| messaging, alternate courtesy messages
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| | Music should reflect your business and
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| with marketing messages.
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| | your customer base. If you're servicing
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| Here's a sample of a brief On-hold
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| | an extreme sports crowd, the music might
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| Script.
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| | reflect that culture and encompass a
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| On-hold Messaging Script:
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| | touch of rock, soft punk, or alternative
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| Courtesy Message:
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| | music genres.
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| Thank you for calling Extreme Sports Gear
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| | Capture this opportunity by sharing your
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| and Mountain Bikes. We're glad that you
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| | message while your customers wait
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| called and appreciate your business. In
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| | on-hold. With a powerful on-hold
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| respect of your time, a customer service
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| | recording and a professional voice talent
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| representative will take your call
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| | to deliver your message, you'll be well
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| shortly so that you can get back to the
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| | on your way to converting callers into
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| great outdoors.
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| | buyers.
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| Music in between messages for 30 seconds
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