Make Your On Hold Strategy Work For You

No company should keep its callers waiting any longer than they have to, but the days of three rings and then an answer by a live voice are in the past. These days, callers usually expect to be put on hold when calling business phone systems. However, this does not mean they enjoy the experience.

A good on hold marketing program should offer more than just piped music. It should also communicate relevant information about your products and services to the customer, convey customer care information (their place in the queue, apologies for waiting etc.) and be easy on the ear.

We at 5G Telecommunications do not just supply an extensive choice of business phone systems and business phone lines, we supply audio solutions too. This includes professional voice talent and a bespoke in-house scriptwriting service. Customised programs have been shown to retain callers for longer and improve company image, resulting in increased sales and even awards for customer services.

The best on hold mix is creatively chosen music with a likeable voice-over linked to the company and its product, or the department being called. The worst is music only (for some reason, this is generally the Four Seasons!). Just as bad are hard sell shout outs, or bland off the shelf statements like: “We apologise for the delay. We are experiencing a high volume of traffic.”

Be creative with your call waiting strategies. Listen to some radio ads for ideas. Employ a good voiceover artist and scriptwriter for your on hold marketing, and (when appropriate) inject a bit of creativity into the situation.