It may be possible that the last time a potential customer called your business and was put on hold they didn’t think it was funny even though they could have. May be you are already playing on hold messages and if you are not, there are many good reasons why you must consider doing it; you can also try to put in a little bit of trivia or humor to accompany your message on hold campaign. A properly thought-out messages on hold campaign can communicate important sales oriented information about your products and services; you can increase your sales and improve your company’s image by using customized on hold messages in addition to holding your callers for a longer period with better results than silence, music or radio only.
It may appear like the best results as far as on hold messages are concerned come with the ability to combine all the elements. However, if you are not able to hold their interest, even your best thought-out messages will go in to one ear and go out through the other one. Companies today are beginning to use on hold messages that contain a small dose of comic relief as well as industry related trivia; there have been reports of callers asking to be put back on hold for a little longer so they can continue listening. One thing that must remain clear is that trivia may not apply in all businesses and, as such, you must carefully gauge your callers and decide whether they will be responsive to a standard straight forward approach.
There are important things you need to consider before you decide whether your type of business can be a candidate for trivia or humor filled on hold messages:
Products and services: If for example you provide legal services or sell life insurance policies, most of your callers will be having complaints or they have a problem with some product. You can be sure that the overall tone of the on hold message that will fit them well is something that is more reassuring as opposed to putting in humor. However, there may be a spot or two where a trivia tidbit or humor can be warranted in a clever and tasteful manner so as to bolster the respect and confidence of the caller in your company.
Callers: On the other hand you want to think about your callers and their likely frame of mind when calling your company. If their business involves “putting out fires” all day long, you may want to provide a small diversion from the fast track they have endured all day and help them to relax a little.