If you’re using a message on hold service, then good for you! It’s been widely proven that a message on hold program is a great way to keep people on the line while waiting to speak with you. But are the messages you are using as effective as they can be? How do you know? Here are four characteristics of an effective message on hold script that will help you determine if your messages are optimized as they should be
Authoritative
As a business owner, it’s important to take pride in being an expert in your given field. The messages you deliver to those people waiting to speak with you on the telephone should be authoritative in nature to show that you are a confident expert who knows what he or she is talking about. For instance, let’s assume you sell kitchen appliances and your message goes something like this: “You’re looking for high quality kitchen appliances and we are committed to providing you with what you need”. Another example of an authoritative script is “ In search of kitchen appliances? You can count on us to have what you need as the more than XXX number of customers did last year”.
Keep in mind the fact that you only have the attention of the caller for a few seconds so get to the point in the most authoritative and confident manner you can.
Compelling
It has been found that a great message on hold will make one minute seem like just 40 seconds to someone waiting on hold. This is why the role of on hold content is to both inform and keep the caller interested. To make your messages compelling, use short, familiar phrases that demand attention such as “Everyone appreciates”; “Nobody likes”; “The great news is”; or “Are you ready for ….?”. You can also create compelling messages by asking questions like “Remember when….?”; Have you ever….?”; or “Did you know…?”.
Steer clear of saying things like “We will be with you shortly” or “Thank you for your patience” as these types of statements actually irritate most people waiting on hold.
Friendly
If you were to ask people what type of messages they prefer hearing when put on hold you are sure to hear words like “professional” and “friendly”. No matter what type of business you’re running, you can bet your bottom dollar that your customers and other people you deal with want to be treated with friendliness both in-person and while on the telephone. Be sure all the messages you use are recorded in a professional, friendly manner that will let your callers know that you respect and appreciate them.
Helpful
It’s been found that on hold messages that are helpful in some way are messages that are truly appreciated. This is why you should consider crafting messages that your callers will deem helpful. You could inform callers of your hours of operation, location, how to find you, available discounts, services, products, etc. Does your message help solve a problem your customers frequently have? If not, craft one that does. For instance, if you offer appliance repair service a message that goes something like this will be appreciated by your callers “We understand how frustrating it is when an appliance malfunctions. Fortunately, we offer 24/7 appliance repair service” to breathe new life into your appliances.
It’s important to evaluate the effectiveness of your message on hold scripts to make sure you’re getting the most out of this type of program. If you cannot determine whether or not your messages are being well-received, ask people you know and trust to listen to them and provide you with honest feedback.