Music On Hold News

Friendly Phone On Hold Wins Loyal Customers

Over the 13+ years Easy On Hold has been in the music on hold business, we’ve often asked clients to describe the style or tone of their custom spoken message. The terms heard most often are, “friendly” and “professional”. What drives this?

Most people complain that on-hold messages are filled with insipid brochure-talk and synthesized music, but the real trouble is that people can be easily offended just by being placed on hold. While standing in line at the bank, a man was overheard explaining, “I called your bank and you put me on hold.” He was angry—even offended—to have been placed on hold. People want personal attention and they want it now. While the bank manager could not avoid the man’s hold time, he could have had a voice on-hold that was so friendly and professional that the experience would have been at least tolerable for even the most irritable customer.

Tips For Sounding Friendly—Phrases To Avoid And To Consider

Never apologize for being on hold. If hold is so bad then we shouldn’t have put you there. Instead, prompt the caller to feel glad that they called in the first place.

• We’re glad you called.
• We’re looking forward to talking with you.

Never tell the caller that they’re important. At one time this was acceptable, but today everyone knows the line, “If I’m so darned important, then why am I on hold?” Instead, politely thank the caller.

• Thanks for your call.
• Thanks for calling us today.
• We appreciate your call.
• Thanks for connecting with us.

Never explain that you’re busy with someone else. The customer is king, and there can only be one king. Instead, show that they’re appreciated.

• Thanks for your business.
• As a valued customer (member, associate)…
• You’re our number one priority.

Keep the caller hanging on with short—brief—not lengthy “coming right back” phrases. Did we mention that these are very short?

• Hold on, we’re coming right back.
• You’ve got our attention! We’re on our way back to your call.
• You’ll find out more in just a moment.

Let the caller know that they are of interest; they’re needed; we must speak with them right away.

• If you’ve got a comment, we’d like to hear it.
• Your opinion counts.
• You’re about to get the answers you need.

Politeness demands that we are not too glib, sarcastic or self-centered. We are customer-focused, not on a soap box.

• Welcome to…
• Please
• Thank you
• If you thought_________, you’re right!
• Let’s talk about it.

70% of business calls are placed on hold. Spend some time with your Easy On Hold Music On Hold Expert to prepare for this inevitability. Focus on the caller and use the friendly phrases we suggest here (or, add your own-get a little creative!).

6 Characteristics of an Effective Message On Hold Script

If you’re considering a custom-scripted music and message on hold audio announcement on your telephone system, take a moment to ask yourself, “What do I wish to accomplish with my script?”

Keep in mind that you only have the caller for a short time. You’ll need to be succinct and to the point. You’ll need to use “economy of words” while keeping the caller engaged. Rather than provide a list of “dos” and “donts”, I have compiled a list of six characteristics of a message on hold script that can keep focus where it belongs: on the customer getting a good impression of your company and a better idea of why calling was the right move.

Authoritative. Take pride in being the expert in the field—the ultimate authority. The authoritative voice is reassuring and confident, but not boastful.

• You want_______ and we’re committed to providing it…
• Looking for _________? Turn to us, like more than 50 Fortune-500 firms did last year.
• We can give you the advantage…
• When second-best is not an option…
• When we started in (year), we set out to do things differently.

Compelling. Studies show that a well-crafted message on hold will make one minute seem like 40 seconds to someone waiting for their call to be picked up. The job of the on-hold content is to inform, yes, but its foremost task is to keep the caller from disengaging. Here are some ideas.

Use a short, familiar phrase that quickly engages the listener.

• Ready, set…
• Everybody likes…
• Nobody likes…
• The good news is…
• The best of the best -
• Time flies when you’re having fun –
• Stop me if you’ve heard this one –
• Need to stand out in the crowd?

Another way to compel the listener is to ask a question…

• Have you ever…?
• Remember when…?
• Have you hear the news…?

Conversational. Most people can spot a meaningless or manipulative presentation a mile away. A “one-on-one”, conversational tone can gain the trust of the listener.

Unreal Person (avoid)                         vs.                       Real Person (you)

We’ll be with you momentarily                                       We’ll be right with you

Thank you for your willingness to hold                        Thanks for holding

All of you should know…                                                    You should know (one-to-one)

Further,                                                                                       Oh, and one more thing…

Undoubtedly,                                                                            Without a doubt

It has come to our attention                                               We’ve noticed

In retrospect                                                                              Looking back

Credible. Want to be credible? Be specific.  In an effort to add real meat to the message, find some facts. See my previous post, Credibility Sells.

Friendly. Over the 13 years we’ve been in business, we’ve often asked clients to describe the style or tone of their custom spoken message. The terms heard most often are, “friendly” and “professional”. What drives this?

It’s not just the insipid brochure-talk and synthesized music that turn people off while holding. It’s the very fact that they have been placed on hold. While standing in line at the bank, a man was overheard explaining, “I called your bank and you put me on hold.” He was angry to have been placed on hold. People want personal attention and they want it now. While the bank manager could not avoid the man’s hold time, he could have had a voice on-hold that was so friendly and professional that the experience would have been at least tolerable for even the most irritable customer. Please watch for my upcoming post on this topic. Being friendly is critical… and we’ve got a lot to say about it. Stay tuned.

Helpful. Put more meat in your message on hold. When a caller is being helped, he/she won’t hang up. How can our script provide “help”?

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Solve A Problem
A caller may want to know, “have I called the right place?” It is reassuring to hear that my problem is about to be solved. One of the questions our sales staff is to ask the Easy On Hold client is, “What problem do you solve for your callers?”

• Nobody likes a noisy neighbor. That’s why you’ll be glad to know our air conditioners have been rated the quietest brand 3 years in a row. (Notice the familiar phrase lead-in, the focus on you and the specifics—3 years! This is almost a complete paragraph/segment. Just add a tease close such as, “You’ll hear a lot more about the quiet air conditioner when we pick up the line in just a moment.”)
• Identity theft happens millions of times each year. With Wachovia Bank’s “Crest Protect” program, you’ll be safe.
• Keeping your home’s carpets clean isn’t easy, especially in the winter. Fortunately, getting them to look like new again is easy.
• Will the new airline regulations cause you to change your travel plans? Pick up some great new travel tips on our website: Capital Travel dot com.
• Want to know how to get more miles per gallon? Clean filters and properly inflated tires can help, but for all around better performance, bring your car to the experts at Kyle’s Garage for a tune up.

I’ve shared with you some of the vast knowledge we’ve gained over years of working with thousands of music on hold messaging customers. There is a right way to do it. It is not as simple as it may seem. Work with an expert when it comes to properly handling your customers on hold. 70% of your callers will experience “on-hold time”. What they hear says a lot about you.

Credibility Sells

A custom music on hold message can make your company sound professional. Go a step further, however, and be sure to include trust-building statements that are backed up by facts.

What evidence does a decision-maker have that your company is a good choice? Making general claims such as, “We’re dedicated…” or, “No one beats our deals…” just won’t tip the scales in your favor any more. You need to provide proof.

Want to be credible? Be specific. As in numbers. In an effort to add real meat to the message on hold,  articulate specific, relevant facts. Here are some examples:

• Ten years in the business. Fifty-five parts professionals. Five-hundred-thousand parts in stock.
• This winter, four out of every ten homes will lose fifty dollars-worth of energy because of leaky windows.
• Last year we answered one-hundred percent of our service calls within five hours.
• One dealership offers free car washes for life. One dealership provides a one-hundred-thousand-mile warranty on every certified pre-owned vehicle.
• While many businesses are reducing staff, Omnicast increased our service staff by 25 percent in 2009.
• Our fourteen service vehicles cover all of northern Ohio, so you won’t have to wait when you need us.

Your hold music message is not a company brochure. It’s a golden opportunity to put forward facts and ideas that tell a potential buyer that they’ve made the right call.

Lockheed Martin, Cummins Choose Easy On Hold

Continuing more than a decade of quality service to corporations of all sizes, Easy On Hold announces it has been chosen by Lockheed Martin and Cummins Power as music on hold vendor of choice.

Easy On Hold handles the licensing and formatting of music files for use on-hold. In addition, custom voiced announcements are created in a high-quality studio at the company’s facility in Portage, Michigan.

Easy On Hold began providing custom messages on hold and music on hold productions in 1997, and serves smaller businesses, such as medical offices, salons, John Deere Dealers, financial and real estate offices, as well as larger corporations, such as DHL Express, Ashley Furniture HomeStores, Thyssenkrupp, GFS Marketplace Stores and Visa Coporation.

APX Alarm Turns to Easy On Hold to Boost Brand Development

APX Alarm, the nation’s 7^th largest home security company, launched a massive, innovative North American sales effort last week involving 2,200 college students canvassing some 90 cities across the U.S. and Canada. A key part of the strategy? A custom on-hold messaging program from Easy On Hold that supports key sales messaging points.

“It’s the 10th year of marketing our service to homeowners door to door over the summer, and we expect to add 360,000 customers,” says Tom Coleman, APX Alarm  special projects manager. “The college student sales program has been a huge success and is the reason why we’ve steadily move up the ranks into the industry’s top 10 in terms of customers. And while potential customers are impressed by the well-trained student at their door, they want to make sure our company is legitimate, so they’ll call our office to find out more.”

That’s when the Easy On Hold program comes into play.

“With more than 500,000 customers, our call center fields thousands of calls a day, and inevitably customers are holding for assistance,” Tom explains. “It’s important that our hold message sound professional, convey helpful information and help us build rapport with our audience. On hold messaging gives us that added credibility. It just wouldn’t make sense to launch such a sales effort without messaging-on-hold as a part of the mix.”

Working with Easy On Hold producers, Tom created 14 short statements that pack a lot of punch while giving customers “think time,” he calls it. “We didn’t want an on hold message with too much talking; that can frustrate callers and they tune out. So we developed short little ideas that talk about the benefits and features of working with APX Alarm, followed by almost a minute of music between each idea. It’s a happy medium—simple, punchy content and fresh, great-sounding music. This is going to take us to the next level in our brand credibility,” says Tom.

Dental & Orthodontics On Hold Messages Recommended

A new post by OurGoodHealth.org makes a recommendation to orthodontic offices: use smart messages on hold to inform patients and parents.

With our media driven society, it is important to get your message out as often as possible. But more importantly, on hold messages build confidence in your practice, and serve to let your callers know they are appreciated.

It’s a nice little article containing some ideas for the dental and orthodontic office: On Hold Messages And Orthodontics Wired For Success.