What makes an ordinary on-hold message extraordinary? With Snap Recordings you are getting the finest voice talents and audio quality available. But if you really want your on-hold program to stand out you need one more thing...you need a great script.
Your on-hold message provides an excellent opportunity for you to market to your customers, and share all of the details that make your company unique. Now that you have their undivided attention what would you like them to know?
Whatever your message, there are a few characteristics that are universal to a successful on-hold script:
- Informative - Utilize this time to address your callers questions, provide your basic info (address, hours of operation, website url, etc.). Many businesses find that a significant percentage of callers are simply asking for this info. You can save your employees and your callers time by including it in your on-hold message.
- Engaging - While you want to create a platform to inform your callers, the best way to do that is by keeping their attention. Using fun facts, conversational language, and avoiding technical jargon can go a long way in keeping callers engaged.
- Credible - Making lofty claims (i.e. “We’re the best in town”) can damage your credibility if you can’t back them up. Instead of making grand, general statements highlight your industry affiliations, awards, and achievements (example: “Last year we served more customers than other repair shop in the Springfield area.”) Those are the types of statements that instill confidence in your customers.
- Concise - Trying to cram too much content into one message or creating lengthy messages can be overwhelming for callers. Identify the key points you want to make with your on-hold message, and stick to those. Encourage callers to ask for more details when you return to the line, and you can fill them in on the other products/services you offer at that time.
If you already have dynamic marketing materials, good news...some of the work has probably already been done for you. Chances are, your website, brochures, and marketing materials already provide some great information about your business. With some minor modification, you can use that content for your on-hold script as well.
As an additional resource, we provide customizable scripts for several popular industries (Insurance, Automotive Repair, Real Estate, Medical, etc.) Feel free to use or modify these as you’d like. If already have a great script, but you’re looking to say something more than just “thank you for holding” we’ve complied some “On-Hold Taglines” for you to utilize as well.
If you still need some additional help, or would prefer to leave the work to the professionals, Snap Recordings also offers scripting services as a part of our recording packages. Find out more.
