It depends on your business industry, type of callers and marketing plan whether to change it or not. Some organisation use the same phone message continuously, year after year. Callers know just what to expect, and some dread listening to the same on hold music or irritating sales hooks. In fact, they may dreadf it so much that they avoid calling your company entirely, and thus cost you business.
Assuming that you take a profit driven approach to using your telephone messages on hold as a marketing tool, you will want to consider changing the music on hold or onhold phone messages periodically. This is especially true for medical on hold messages, where people’s safety and well-being may be compromised if they prefer not to call your office. Medical practice on hold messages can offer brief health tips, emergency caller information, or product updates, depending on the nature of the business.
On hold systems these days are very easy to update and can be tailored to suit any particular business style or need. As a general guide, it is best to update your phone on hold messages monthly, quarterly, or a few times per year. You don’t want your callers to be fed up with the same on hold message that is running on your system year in and year out. It would be better if you change your on hold messages at a particular time, maybe 2 or 3 times a year. Callers love something new and refreshing (don’t we all!), particularly those that frequently call back and are placed on hold! Why not inform them them of special promotions, new products, or customer service info – there’s always something more that can be said!
You will also want to review your on hold music to be sure the quality is clear and equally enjoyable. Out-of-date songs in a barely-audible tone can be nerve-racking to clients listening to music onhold. Many will hang up and try calling later, limiting their opportunities to reach the destination department or concerned party. Match the music style to your business style for customers’ enjoyment.
Similarly, onhold messages need to be checked and often updated on a regular basis. An aged recording that sounds blurry or faded represents your business in a negative way. Every onhold experience of your customers should be upbeat, informative, relaxing, or enjoyable, from toe-tapping music to light humour or friendly advice and helpful updates. All on hold messages have a clearly defined purpose that provides the caller with a positive image of your company and prepares that person for a productive interaction when the call is placed through to the final destination or representative.
Put yourself in the customer’s place. When you call a professional business, wouldn’t you prefer to listen to meaningful on hold messages? Ones that engaging to think and even ask the company more questions to learn more about other products or services? They shouldn’t be so long that the customer will be disappointed to break off when the call goes through. Nor should they be so brief as to be without merit. Practice recording snippets of information that your customers will find useful. They will appreciate these free tips that make good use of their waiting time, or they will enjoy the suitable music that sets the mood for conversations that will follow.
Make the most of your telephone’s onhold messaging infrastructure. It is an effective way to win, retain, or lose callers, depending on how you orchestrate the music and valuable information shared therein.
