An on-hold message is played during key moments when a caller is waiting to speak with someone from your company. This includes times when they are in a queue, have already spoken with a representative and are placed on hold, or are in the process of being transferred. These moments offer a strategic opportunity to use messages and music that significantly enhance the caller’s experience and shape their perception of your business.
What is an On-Hold Message?
An on-hold message is played during key moments when a caller is waiting to speak with someone from your company. This includes times when they are in a queue, have already spoken with a representative and are placed on hold, or are in the process of being transferred. These moments offer a strategic opportunity to use messages and music that significantly enhance the caller’s experience and shape their perception of your business.
Understanding Phone System Features for On-Hold Messages
In most phone systems, the on-hold message is integrated through the music on hold feature. This feature can typically be accessed in various areas of your phone system, depending on where you want the on-hold message to be heard. It’s important to note that the options outlined below may not be available in every system:
- General Music on Hold Setting: This is a common setting where the same on-hold message is played for all callers who are put on hold.
- Call Answering Flow Within a User's Extension: Here, you can choose specific on-hold messages for individual extensions, allowing for a more personalized caller experience.
- Call Queue Settings: Ideal for businesses with customer service lines, this setting enables you to play distinct on-hold messages for different queues. Additionally, it includes the option to add periodic announcements that will interrupt the music on hold track, providing timely information to callers in the queue.
Crafting Your On-Hold Message Strategy
To create an effective on-hold messaging strategy, consider the following approaches:
- Single Audio File Approach: Upload one complete on hold message file that combines music with announcements into your system's music on hold section.
- Separate Music Track with Periodic Announcements: If your system supports it, you can upload just a music file to your music on hold feature and have separate announcement files play at chosen times.
- Hybrid Approach: Merge the consistency of a complete on-hold message file with the option to add specific announcements at scheduled times. This method gives you both stability and flexibility in your messaging.
The Composition of an On-Hold Message
An effective on-hold message is a blend of music and voice-over announcements that entertain, inform, and keep the caller engaged, reducing their perceived wait time. Typically, it begins with introductory music, followed by an announcement, then a music interval, and repeats this pattern with each announcement, concluding with a final music segment. This structure ensures a balanced delivery of information and engagement.
Utilization in Phone System:
On-hold messages are essential in various scenarios within a phone system or call center:
- While the caller waits in a queue for an agent.
- When a caller is placed on hold.
- As a caller is transferred to another extension.
Crafting an Effective On-Hold Message:
When creating your message, consider:
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Total Length: Align the message length with the average wait time to match the caller’s experience.
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Music Selection: Choose music that reflects your audience and the nature of their call.
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Announcement Content: Address frequently asked questions, provide updates, or promote relevant products and services.
Choosing the Right Music:
Select music that aligns with your brand and resonates with your customer demographic. The music should enhance the caller’s experience and complement the content of your announcements. Explore our extensive music library to find the perfect tracks for your messages
Explore our extensive music library by clicking here!
Setting Music Intervals:
Plan the timing of music and announcements to manage caller perception and maintain engagement. Properly timed intervals are crucial for a positive on-hold experience.
On-hold messages are a vital tool in enhancing customer service and engagement. By strategically crafting these messages, you can significantly improve caller satisfaction and strengthen your brand identity.
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