Have you ever encountered some of those on-hold voice messages that seem to annoy you more than the fact that they are asking you to actually hold? We have all been annoyed at some point with these on-hold messages that we essentially wonder how we can make a “good” on-hold script to use for our own company.
The Creation Process
Creating an on-hold script is not as easy as just choosing a voice talent, letting him/her mention some words, and then hope people won’t mind. It is best if you get a group of people to huddle and think of the possibility of coming up with an on-hold script. Hiring a scriptwriter who knows about the business will be the best solution in writing an effective script. However, having a writer who listens to you as a business owner and everything that you represent in the business is a far better choice than just picking someone who knows the industry. Granting you can choose to simply write a script on your own but as they say two (or more!) heads are better than one.
There are some elements on the on-hold script that should be present and should never be missed out.
For example, you should always let the caller know where they are. It also pays to be courteous. A simple example would go as:
“Thank you for calling Acme Industries, one of our representatives will be with you shortly.”
Let Them Think About You
If you think your caller will be on hold of 30 seconds or so, it is better if you can give them something to think about. Don’t mention something too special that it creates quite a stir in the caller’s mind. Remember that they may forget something you mentioned within those 30 seconds so it really doesn’t pay to “advertise” so much. Just mention tidbits of information about your company or your service.
Your on-hold script may also contain some obscure knowledge about your company or anything related to your industry. This will make the waiting less painful for your caller. Also, this gives them something to think about.
Salesy vs Informative
If you think your caller will be on hold for long periods of time, you should prepare an on-hold script that will take that waiting time into your own advantage. You can plug your products, services, promotions, and offers to your caller.
BUT…
Remember that you should not be too “salesy” or it will be just as annoying as every other on-hold script out there. The best way to test this out is to try it out yourself. How would you feel if you were the customer? If you are calling a different business with the exact on-hold script, would this make you feel better about the company or would it make you feel otherwise? Does the script sound like it is too annoying or pushy? or does it give the impression that they truly care about your needs?
Above all, don’t forget to thank your caller every minute or so for staying on the line. You can also offer other options for the caller should he or she decides to hang up.
