A well-planned message on hold can make waiting more pleasant while giving your business an opportunity to share useful information with callers. But there’s a balance to strike. Too much talking, repetitive messages or music that doesn’t suit your brand can make the experience frustrating rather than helpful.
Before creating or updating your message on hold, consider these five things to make your content more engaging and relevant to your audience.
1. Keep Your Callers in Mind
Being placed on hold isn’t anyone’s favourite part of a phone call. While you may not always be able to avoid wait times, you can make the experience more welcoming.
Use a friendly, professional tone and focus on information your callers will appreciate. Avoid turning every message into a sales pitch. A mix of helpful details, relevant promotions and a little personality can make your recording more enjoyable to listen to.
Most importantly, remember that your message on hold is part of your customer service. Thank callers for their patience and reassure them that someone will be with them as soon as possible, when appropriate.
2. Choose the Right Message Length
How long do your callers typically wait? The answer can help you decide how much content to include and how often to play it.
For shorter wait times, brief messages that communicate one clear idea may be all you need. If callers tend to wait longer, consider creating several short messages with music breaks in between.
Avoid making callers listen to a long, uninterrupted sales pitch. Instead, give each message a clear purpose, whether it’s highlighting a service, sharing a useful tip or promoting an upcoming event.
The goal is to provide enough variety to keep your content interesting without overwhelming callers with too much information.
3. Select Music That Suits Your Brand
Music helps set the mood for your on-hold experience. The right selection can complement your voice recordings and reinforce the impression you want your business to make.
Consider your audience and brand personality. A professional services firm might choose something calm and understated, while a retail business may prefer a brighter, more upbeat style.
Music breaks also give callers a moment between messages, creating a more comfortable listening rhythm. Avoid tracks that sound overly repetitive or distract from the overall experience.
Make sure the music is suitable for your phone system and properly licensed for your intended use. If you’re unsure what will work best, ask your audio provider for guidance.
4. Share Information Your Callers Actually Want
Your message on hold is a useful way to introduce customers to your business, but the content should offer something of value to them.
Depending on your industry, you could include:
- Products and services: Highlight offerings callers may not know about.
- Helpful tips: Share practical advice related to your business.
- Company information: Mention your location, website, hours or other useful details.
- Special offers and events: Promote current deals, seasonal services or upcoming activities.
- Answers to common questions: Address frequently requested information where it makes sense.
Choose topics that matter to your audience, and keep each message focused. A caller waiting to book an appointment, for example, may appreciate a reminder about your services or a useful preparation tip more than a lengthy company history.
5. Avoid Repetition by Varying Your Content
Hearing the same short message over and over can become tiresome, particularly when callers have to wait longer than expected.
Instead, create a selection of messages that cover different topics. You might group two or three short recordings together, followed by a music break, before introducing another set of messages.
You can also vary the style of your content. Alternate practical information with service highlights, seasonal updates or an interesting industry fact. Different messages and a suitable mix of music and voice recordings can help keep the listening experience from feeling predictable.
Review your content regularly, too. Outdated promotions, old business hours and repeated announcements can make your recording feel neglected. Keeping your messages current helps ensure the information remains useful.
Make Your Message on Hold Work for Your Business
An effective message on hold does more than fill the silence. It gives callers useful information, reflects your brand and helps maintain a professional experience while they wait to speak with your team.
At On Air Audio Services, we help businesses create professionally voiced and produced message-on-hold recordings tailored to their audience and communication needs.
Ready to improve your callers’ on-hold experience? Contact On Air Audio Services to discuss your message on hold.
