Behind the Scenes: How We Make On-Hold Messages Work for Businesses

When customers are put on hold, businesses have the opportunity to make their waiting time more engaging and informative through on-hold messages. But have you ever wondered how these on-hold messages work? In this blog post, we will take you behind the scenes and explore how we make on hold messaging work for all types of businesses including; the mechanics of on-hold messages, from the technology involved to the creative process of crafting compelling content.

1. Understanding the Technology:
On-hold messages are typically delivered using a technology known as a telephone hold system. This system connects the caller to a dedicated messaging platform, where pre-recorded messages are stored and played during the wait time. These messages are transmitted via the telephone network, ensuring callers receive the content directly through their phone line.

2. Crafting Engaging Content:
Creating effective on-hold messages requires careful planning and creativity. The content should be engaging, informative, and align with your brand identity. Consider the interests and needs of your target audience, and craft messages that resonate with them. Incorporate a mix of industry-related information, promotions, and any other content that adds value to the caller’s experience.

3. Voice Talent Selection:
Choosing the right voice talent for your on-hold messages is crucial. A professional voice actor with a pleasant and engaging tone can significantly enhance the caller experience. Consider factors such as gender, age, and accent to match the preferences of your target audience. Additionally, ensure the voice talent can effectively convey the intended message and reflect your brand personality.

4. Scriptwriting and Recording:
Once you have identified your messaging objectives, the next step is to create a script. Keep the messages concise, clear, and easy to understand. Use a conversational tone and avoid jargon or technical terms that may confuse callers. You’ll collaborate with one of our  professional scriptwriter who can craft compelling content  that aligns with your brand voice.

After the script is finalized, the chosen voice talent records the messages in a professional studio. The recording process involves careful attention to tone, pacing, and pronunciation to create a seamless, professional delivery.

5. Scheduling and Updating Messages:
On-hold messaging systems usually allow businesses to schedule and update messages according to specific time frames or promotional periods. This flexibility enables you to tailor the content based on seasonal promotions, events, or other relevant information. Regularly review and update your messages to ensure they stay fresh and relevant.

6. Integration with Music:
The background music  chosen should complement the on-hold messages. This music selection shouldn’t be made hastily, as it serves to enhance the overall experience and create a pleasant atmosphere for callers. Select music that matches your brand personality and ensures it does not overpower the voice messages. The right balance between music and voice is essential for a professional and enjoyable hold experience.

Conclusion:
On-hold messages are a powerful tool to engage callers and provide valuable information while they wait. Understanding the technology, crafting engaging content, selecting appropriate voice talent, script-writing and recording, scheduling and updating messages, and integrating music are the key elements that make on-hold messaging for businesses work seamlessly. By investing in this aspect of customer experience, you can turn waiting time into an opportunity to leave a positive and memorable impression on your callers.