You may have encountered the common problem of being put on hold whenever you call a busy office; you get treated to some fuzzy radio station, some black-hole silence or some bland computer-generated music. If you are a business person, you start asking yourself how people could be responding to your own messages on hold. You decide it is time to search for professional messages on hold provider and you just don’t know where to start and what to expect. The truth is that up to 70% of business callers are put on hold; what they listen to when waiting will cause them to hang up and look elsewhere or make a buying decision. The most important things to consider when looking for on hold message experts include the following:
Contracts: You will have to choose between signing an ongoing contract or a buy-out message on hold contract. You may want to think whether you want your own equipment and on hold messages so that you don’t have to pay recurring fees. If you are going to use the on hold time as a marketing opportunity, you may be better off with a company that charges you monthly fees and especially if they provide the equipment. The trouble you may encounter with the pay-as-you-go model is that you may not have regularly updated messages.
Marketing, greetings or just music: You should expect a professional message on hold company to inquire about your type of business. This means that they should be able to customize your messages on hold whether you are in the business of taking care of patients, answering questions or taking orders. Reputable companies should be able to involve your marketing team regarding any decisions they need to make in terms of content. You want to deal with a company that will avoid the use of generic messages that remind the caller that they are still on hold; choose instead custom made on hold messages that are simply yet focused making brief and specific announcements that callers can comprehend during the short time that they are on hold.
The frequency of changes: The greatest impact with on hold messages is achieved when they are more specific and targeted especially when they are used as a marketing tool. You want to sound relevant to your callers so they can feel truly cared for. The best on hold message providers are those who offer flexible solutions. This is especially important if you offer seasonal products and services; the company should have a way of installing unlimited messages that can be changed as frequently as may be required over the course of the year.