Stop Wasting Your Callers Time - How to Write a Script For Messages on Hold

When you decide that you are ready to inform your callers about how you can help them better with messages on hold, do not forget a few simple ideas and images of your callers will hear more than just a way to do time.They will be marketing tool.

First of all, remember that your messages have been a part of your overall marketing strategy. Regardless of talk about print or broadcast advertising, direct mail or message on hold, maintain a clear picture in my head about what you have long and short term goals are, and all of your marketing tactics will be effective.

Now, consider your audience for your messages on hold. What you call? Have customers or prospects? Your approach will be different for each. If most of your callers are first time callers, you can work to establish credibility, and suggest ideas that they will ask more questions about it. If most of your caller's existing customers, you have the opportunity to promote the "free" purchases (first buy bread, then they need butter, too) or upgrade (upgrade passengers from coach to first class earns 600% more profit.)

What are their most common questions? What do they want? What do they need? These are key questions to ask yourself (or ask by ) any change you get. Finally, marketing is about making it easier for your client to meet their needs and desires, and less on trying to sell something nobody wants.

Next, consider what you are trying to achieve. Sell ​​more? What do you want to sell? Do you have any products or services that are more profitable than others? Do some sales lead to future sales (first buy bread, then they need to butter)? Are your callers are willing to buy, or they are shopping around (the homeowner with a flooded basement is different from the one who wants to remodel your kitchen!)

Do not be distracted by the technical messages on hold, but not just to ignore it. Most of the messages waiting to play in a loop. The caller to begin hearing the message when you put it on hold, a recording is cut off when you pick up the line again. You can not predict exactly how long it will be to listen ... but you will usually have the best luck if you write a few short messages (20-30 seconds each) focused ideas.

Let the caller know that the message is a complete stop for several seconds (10 seconds is a good start, but use more if you break your hold time is unusually long). It is customary to fill this pause the music so that the caller know they are not cut off. Again, because the loop does not start from the beginning of each message should make sense on their own, and shouldn 't depend on to hear more than one.

Some new or hosted VoIP phone services are different. They are programmed to play music or messages on hold from the beginning every time. That could drive the caller crazy (or drive them to call their competition), if they are put on hold 3 or 4 times in one phone call ... and is not happen.