5 Tips for Writing Effective On Hold Messages

Once you’ve decided to take advantage of all the benefits of on hold messages, the next step is to write a script. But, what should it say and how can you avoid sounding cheesy or boring?
You want to get your message across without giving the “hard sell.” At the same time, you want to provide valuable information to the caller.
Here are 5 tips to help you make the most of your message on hold script:
1. Mention the name of your business in every paragraph. Of course, callers usually know who they called, but a big part of branding is your company name. And, since callers can’t see your logo over the phone, it’s important to remind them of who you are. Example: “XYZ Repairs has been serving the metro area for over 20 years at the same convenient location.” Or… “Here at XYZ Repairs, our customers are our most valuable resource.” Or… “If you need repairs fast, let the experienced technicians at XYZ Repairs give you a free quote.” Note that these examples can be used at the beginning or end of a paragraph.
2. Avoid the use of negative statements. Some on hold messages use phrases like, “We’re sorry for the delay. One of our operators will be with you momentarily.” Instead, say something like, “Thank you for your patience. One of our operators will be with you in a moment.” Also, try not to use ‘scare tactics’ to get callers to buy your product. Unless you sell burglar alarms, it’s best to keep your messages on hold positive.

3. Use a little humor to lighten the mood. Unless you are a funeral service or some other very serious business, it can help to keep the mood upbeat while customers are waiting on hold. For example, a pediatric dentist we service used a few jokes in his messages on hold, such as, “What did the dentist see at the north pole? A MOLAR bear.” Of course, you don’t need to insert an actual joke with a punch line in your message, but making humorous statements can make your caller’s wait more enjoyable. After all, laughter is the best medicine.
4.Write a script between 3 and 6 minutes in length. You can usually fit approximately 115 to 135 words per minute into your on hold messages. A good rule of thumb is not to exceed 750 words in a 6 minute script. So, if you write 6 paragraphs, each with 125 words, you’re doing good. Each paragraph should be separated by about 5 seconds of just music, to give the listeners a break from the talking. And remember, each paragraph should be unique… mentioning a different product or service. Which brings us to our last suggestion…
5. Try not to repeat yourself. Since your callers may be on hold for a few minutes, don’t bore them by repeating the same information over and over. Remember, most message on hold players run your message in a loop, so it doesn’t start from the beginning every time a caller is placed on hold. This is especially helpful in the case of callers who phone you on a regular basis.
These are just general guidelines to help you write an effective script for your on hold message.
Of course, you may not wish to write the script yourself. In that case, let the professionals here at AAA Phone On Hold create a message on hold script that’s right for your business.