On Hold Message Alternatives

Alternatives to on hold messages are available, but not very encouraging.  Consider your options:

1. Nothing (Silence) – Why would you want to give a valued client/prospect the silent treatment? You’ve spent advertising dollars to get someone to call your business, but it doesn’t have to stop there! Callers who wait in silence also do not know if they have been disconnected or abandoned. Studies show that 90 percent of all callers hang-up after 40 seconds and that 72 percent do not call back. Caller abandonment rates are extremely high and cost businesses millions annually.

    
2. Playing the Radio – This is one of the greatest ways to advertise other businesses, including your competition for free! Sounds kind of ridiculous, advertising other businesses to your customers for free doesn’t it? Well, that just may be what you’re doing if you play a local radio station on hold. U.S. Copyright laws also require that a business pay for the rights to play a radio while on hold or be subject to fines. These fees are collected by organizations such as ASCAP, BMI and SEASAC.

    
3. Canned Music – Can be a very expensive alternative to on hold messaging. Although having something for your callers to listen to while on hold is certainly more beneficial than ignoring them with silence, you are still missing out on numerous marketing opportunities.

• Educate callers about your products & services
• Introduce & promote special offers
• Generate traffic to your company’s web site
• Enhance your company’s image
• Decrease caller abandonment (lost calls, hang ups, etc.)