Here are some thinking points for your on-hold messages.
Think of the on-hold message as an audio press release-providing callers valuable and fresh
Information that will assist them as they deal with your organization. (The same type of information
that would be expected in a trade publication) Each segment should be 5 to 15 seconds in length.
Eight or nine messages will provide adequate variety.
The Cumulative length of the messages in each language would be approximately 400-500 words- Spoken at a rate of 130-150 words per minute. Each message is typically 50-100 words, although your length will vary based on your audience and content.
The nature of your messages will depend on the projected caller mix, but here are some
suggested topics.
A reason why caller is holding:. Working with other customers, We're sorry you have to hold, but
glad we're busy, We'll spend the necessary time to answer your questions,
Brief Company History: How long in business, Recent Changes, Interesting (but little known facts)
Key Products and Services; Existing lines and new services
New Innovations or products;
Additional questions to ask the salesperson: "Ask about _______"
Information to have available: (A way to organize their thoughts while waiting)
Hints for product utilization:
Points of difference:
Business philosophy:
Helpful suggestions:
Support materials available:
Regulations or compliance issues that caller may not be aware of:
The key: Think what you want to say to the caller while they're holding.
Internet or E Commerce Info
Time-bound or Seasonal Specials
Give some thought to responses for some of the questions and you'll easily have the eight or nine
messages you need.