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