Having an on hold message, which is basically the message your callers hear while patiently waiting to be served, is important simply because between 16% and 20% of callers buy merchandise according to the offers they get while on hold (according to Maxi Marketing), because the message brings down the call abandonment rate by as much as 90% and increases hold time by up to 500% (according to Better Business Marketing), and because you are able to enhance your company's and your brand's fame. Hold message is also important in that you will be able to promote new products/services, to motivate the callers to act, to discuss on your strong points as well as specialties, to highlight successes and awards, to support your website, and to thank callers for waiting and to assure them that they will be served soon. You need to be cautious in choosing your on hold message since some hold messages do not connect with callers.
For answering machine recordings to be effective in connecting with callers, consider making use of available resources. You require not start from scratch to generate your on hold script. There are numerous resources that you may get from different sites, from brochures, and from promotion materials. The scriptwriter could get the wording for the script directly from such resources or he/she could get something complementary. You should specifically go for on hold scripts which have led to the success of other businesses.
For your on hold message to reach out to your callers, select your tone with care. You should take this message as your 'virtual receptionist', meaning the tone should be friendly. Voice selection is very important and it should be based on the type of business that you are running.
You should highlight your strength when your answering machine messages are to connect with callers. It is only after you set your company apart from your rivals that the message will have the preferred effect. Never shy away from including recent recognition and awards as well as affiliations with prestigious associations in your answering machine recordings. You should also indicate if you are a member of consumer protection organizations such as the Better Business Bureau (BBB). This enables customers to see you and your business to be trustworthy and trustworthy.
Do not overload your callers with information. Cramming too much information on your hold message such as detailing all the products that you have to sell will overwhelm the callers and you will not pass the intended answering machine message across. You may also avoid technical jargon. The message should be to the point and it should have a remarkable and catchy appeal. Ensure that you include a call to action such as telling the callers to buy from you, to visit your website, to ask questions, and to learn more about you.
You could connect with the callers by covering all the bases. Most callers are looking for basic information such as the hours of operation, your physical address, your fax number, and the URL of your website. You save the caller's time and even your employee's time if you include this information on the on hold message.
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