Defining On Hold Marketing

On hold marketing is something we have all experienced. Depending on the format, it can be either a blessing or a curse, since it is simply the pre-recorded audio that the caller hears when they are put on hold. This can be anything from Vivaldi’s Four Seasons, to advertising messages directing you to the company’s other products while you wait to be connected.

These can be subdivided into various types. Music on hold is, as the name suggests, pre-recorded or streamed music classical, pop, jazz and more which plays to the caller while they are on hold. At its best, it can make the caller wonder how they can get hold of a copy of the music; at its worst, it can make them slam the phone down.

Another type employs vocal messages when someone is put on hold. This is the vocal equivalent of music on hold, and the two are often used together to create a looped on hold production. The best recordings on business phone lines employ voice talent to relay a set of messages designed to put the caller at their ease. They may apologise for the delay, reassure the caller their query is being dealt with, give information about the company and its products. More advanced systems can tell the customer their position in the queue.

Most businesses have some form of message; some good, some dreadful. It is essential you listen to the message from the callers point of view, and be honest with yourself over its quality. We at 5G Telecommunications offer a bespoke service for both business broadband and business phone systems, which will portray your company in the best possible light to callers.