On Hold Messaging

Developing the perfect on-hold message to keep people interested

If you have a small business which handles all of its own phone calls, then it is essential for you to set your answering machine and on-hold system up properly. Having a decent on-hold message can help keep people interested, even if you are too busy to come to the phone straight away.

Why is an on-hold message so important?

In many cases, if someone tries to call a business, but simply gets a busy tone or the phone rings out, they will go and call the next number in the phone book. This means that you are losing a potentially valuable customer, one who is going to go and use the services of one of your competitors. If you can develop some way to keep people interested until you can get to the phone, you will have a much greater chance of getting their business.

What should an on-hold message include?

A decent on-hold message should include a number of things. First, make sure that the caller knows that they have reached your business, and make sure that they know that you will be with them shortly. Include relevant, important information that potential customers will appreciate, and make sure that you have it set up well in a logical order.

Start with a simple greeting:

The first thing that you want to put in your on-hold message is a friendly, simple greeting. Introduce yourself and your company, but keep it short and simple. Depending on how large your company is, you might even be able to set up a redirect system, where the caller presses a number on their keypad to direct their call to the relevant department.

Make your on-hold message informative:

As a caller, there is nothing worse than being put on hold and being forced to listen to terrible music for ages, without knowing anything. If possible, include informative on-hold messages which can engage your caller. Explain who your company is, what you do, and anything else that you think could be relevant to the person calling.

Tell your caller how long they have to wait:

If you have ever called a large company and been put on hold, you will know how annoying it is not to know how long you will have to wait. Make sure that your callers know what position they are in line, and if possible, give them an estimate on how long they are likely to have to wait before you can talk to them.

Make sure that you provide up-to-date, informative information:

If possible, try and work in important information when you are designing your on-hold message. Include things like directions to your business, your website, and your working hours. If you do this, you will be much more likely to engage the customer and get their business.

Final Word:

If you are thinking about creating a new on-hold message for your business, you should consider employing a professional to do it for you. The team at OHVO are experienced, know what they are doing, and can create the perfect on-hold message for your business. Get in touch today!

The ‘On Hold’ message for a small business

If you’re a small business owner, you already know that your operation has its own unique set of challenges, advantages and disadvantages. You’re able to offer more customization, for example and maybe provide specific products for different groups. But you also have an uphill battle when facing bigger corporations in the same field in terms of budget and resources.

Your ‘on hold’ message may be a small issue in comparison, but it’s one angle that you can take advantage of.

That’s because your message is a time to subtly convey any message you want. Do you want to portray your company as an old mom and pop shop? Or how about as one that will provide attention-to-detail customer service? You can do that. People love underdogs. You can show that you’ll meet personal needs and that you offer the advantages that big companies let slip through the cracks. How do you do this on a prerecorded message though?

First, say it plainly. Your script can directly say that you are family run or you are a small crew. Find a way to mention when you were founded. If you’ve been a family run business, you should show that to your clients as well.

Second, there’s nothing wrong with boasting about the advantages of a small business. One effective message from a manuscript editing business always included in their messages that they never outsource and never use software, that they personally read through and check every page. This builds trust and it puts in your customer’s heads that you are more detailed than big companies. Now, of course there are plenty of big corporations that are detailed. This is not a suggestion to attack other businesses, but in a world where people associate small businesses with personal support, it’s perfectly acceptable to take advantage of the image.

Lastly, consider talking about local events in the community. This furthers the association with your brand and a family-like feel. It shows that you’re involved and just a regular citizen in your community.

The great thing about these tips is that it’s easy to stick in at the beginning or the end of an on hold message. It’s normal to state your business name (We’re so-and-so, a family run business since 1999) and local promotions in your script. So go for it. If you’re a small business, flex your big muscles this time around.

How a Freephone number can help any business, large or small.

The facts have been checked and the results are in, using a toll free phone number is good business, no matter how big your company is.

Some businesses shy away from the idea, citing the costs – as the charges for calls are paid for by the business itself not the caller, or simply not believing that an 0800 number would be of any real benefit, but this is simply untrue.

Studies show that callers have a perceived idea that calling an 0800 or freephone number indicates a quality service or product. In fact this representation has been shown in the marketing phase to increase contact with customers via phone by an astonishing 50%.

This increase in calls and potential sales is usually more than enough to counter the cost of the service, which is really a small investment compared to the possible sales.

Using a Freephone number can neutralize the effect of regional calling codes. Not only does it open your business to a nationwide audience, it reduces the small town feel of dialling a company in a local area code. These numbers are often proven to be more memorable to the customer especially if they are repetitive or have been worked into a jingle for audio marketing.

If the final hurdle to resisting the adoption of a freephone number is the fear of disruption to daily business or using two systems then it’s time to think again, it’s 2016 guys! Your service provider can easily set you up with a professional sounding 0800 number which will call into your existing line in conjunction with your normal number. No problem at all with delays or systems to learn.

It’s easy to present your company as an established, quality, confident brand when using a freephone number, even a new company with a staff of one can benefit from that!

Combine your 0800 number with an engaging on hold messaging system and you are sorted ready to win over you customer in one short phone call.