Tip #1 for writing a good script

message on hold scripts

Although Impress Your Callers offers script writing services .   If you’re planning to write your own script for your message on hold or voice prompts there are some handy guidelines to keep in mind.

First and foremost, remember that everyone, your callers included in this group, wants to feel valued and appreciated. In fact, there’s a credit card company that goes out of it’s way to thank their callers for their years of business at the very beginning of the call! You may have experienced this yourself to be in the receiving end of this kind of “appreciation”.

The point is, it’s important to acknowledge your callers in terms of the fact that:

  1. they’ve taken their time to call your company
  2. their holding on the line

So the opening of your message on hold, in fitting in with this tip is to thank your callers up front and let them know you appreciate their patience.   Their hearing these words will register on some level.

Stay tuned for more tips!

Lisa Erhard

ImpressYourCallers.com

 

The Benefits of on hold marketing/ Time is precious! Seize the moment!

” Carpe Diem ” as they say!

 Hey, think about it!  You’ve got a captive audience with your callers on hold. Why not make the most of this incredible opportunity to reach out, promote, and inform!

What are the Benefits of On hold marketing?

Here are a few!

• Provide a courtesy to your clients by not making them listen to silence or radio while on hold. Show this captive audience that you care about them and they will show their appreciation by remaining on the line longer. Study’s show that having an on hold message reduces caller hang ups by 70%

 • Build the image of your company by making a small company sound large or a large company sound more personalized. You’ve spent a lot of time and money to build your company’s image, reflect that image in your on hold message!

• Drive more traffic to your Website by using your on hold message to inform customers about on-line specials, services, newsletters and other promotions.

• Educate and Inform you clients by using on hold time to talk about a new location, new products, services or an employee of the month. You might mention upcoming events like trade shows, conventions or other special events.

• Increase Sales by using this valuable time to mention special sale items, closeouts, extended hours, bonus and customer referral programs. Whatever you need to say that you may not have time for when actually talking with your busy client.

• Entertain your clients by letting them know the history of your company and some of its achievements. We can even include your company jingle, radio commercial and recorded customer testimonials.

ORDER YOUR MESSAGE ON HOLD / ON SALE NOW!

Pleazzzzze! Stop boring your customers on hold!

woman sleeping zzzz copy

Think about it…Put yourself in your caller’s place. Do you want to be waiting to talk with someone AND tortured by listening to the same old same old over and over and over and over again?

Please! Isn’t it time to stop the madness?!

At Impress Your Callers, we understand what your callers are experiencing while they’re waiting to speak with you AND we understand how to optimize their time on hold so they

  1. will stay on hold without so much frustration
  2. learn more about your products and services
  3. maybe even be entertained (depending on what your script is like)

One way to accomplish getting around boredom and torture is to change the message and music.  Seriously.  How agonizing should your customer’s time be waiting for you.  Give them some different music and a variety of messages to listen to instead of the same old thing over and over again.

Ask yourself ” Do we want to lose customers ?”  OR  “Do we want our customers to feel valued and happy with our company”.   Hopefully you’ve chosen option 2 on that list!

If you’d like to learn more about how we can help you with a more interesting message on hold fill out the contact form below and we’ll be happy to discuss a plan for your phone system asap, and we’ll do it affordably.  We’ll talk with you soon!      Learn more about affordable on hold equipment


 

How to select the right equipment for your message on hold

There are various devices available for purchase for your message on hold.  What we would suggest is you find equipment that will allow for the best audio quality possible, the largest file size, and ideally a wav file, which will render the highest quality audio possible.

Click here to see some recommendations for affordable on hold solutions you can purchase immediately on Amazon.com

PBX/Key Systems

A PBX or Key system is a telephone system that brings wires from all phone extensions in the building to one central control box.

VOIP Phones

VOIP phone systems (also called “virtual” or “IP”) are cloud-based, or offsite digital phones. On hold audio files are usually uploaded to your server or host provider.

2-4 Line Phones

If you aren’t using a phone “system” but simply plugging a 1, 2 or 4 line phone (like Panasonic, AT&T, RCA, GE and other smaller office phones) directly to a phone company jack, you may need a music on hold adapter.

Get the right onhold solutions for your phone

On Hold Player

Our USB Music On hold & Message player is a high quality solution for playing music and messages on hold. Our Digital Music On hold & Message player provides crystal-clear sound quality, and has auto-restart which ensures always-on message on hold marketing if a power loss occurs.

MOH adapter

The use of a Music On Hold Adapter is needed for the ability to add music and messages to your on hold for ordinary 2-4 line telephones such as Panasonic, AT&T, RCA, GE, and other small office telephones.

Let your customers know you value their time on hold

One of the worst experiences a caller can have is literally dreading the process of being placed on hold!  Firstly, remember that your customer’s time has a value.  Placing them on hold may send a negative message to them about what their time is worth to you.

What are some things you can do to counteract this “message”?  Here’s one idea. Reinforce in your message on hold to your customer that their time is valuable, and let them know that you appreciate their patience.  Once you do that, at least you’re communicating something any caller would like you to acknowledge, despite the inconvenience they are facing having to wait to speak to someone.

Stepping that up a notch, why not offer them something in exchange for their waiting to speak with someone?  Like a special discount for services or special coupon for savings, that sort of thing.  This further acknowledges in a tangible fashion that they are valued by you as your customer.  Remember, everyone wants to feel valued and important.  It’s a very basic human need in any relationship, be it business, friendship, family, romance, etc..  By imparting this message to your callers upfront, they may be more willing to 1) wait for someone to answer their call  2) take more of an active interest in your products and services.

Can you remember a time you’ve gone into a store, about to purchase something, and the  cashier “taking care of you” is ignoring you being there, and just talking to one or more employees during your transaction?  Do you remember how that may have made you feel?

Did you think to yourself “Hello?!  Over here please!”   If you experienced that feeling, you’re not alone…

Or how about going into a place of business and not having your presence acknowledged by a person working in the store who is there to greet customers when they come in?   Perhaps they were on the phone with another customer, but in any case, did not make eye contact and acknowledge you at the moment you were near to them, perhaps waiting to ask them a question.  You get the point.

How did you feel?  Not so great, right?

If you experienced the need to be recognized by that person and paid attention to, this is the core need to feel important that every customer feels.

The best way you can understand this need is to have experienced a less than satisfactory situation such as what was just detailed.  This develops a sense of empathy for your customers based on your own life experience.  Since life isn’t perfect, we’ve all encountered this type of experience from time to time.  Some of us on a regular basis!  And of course, it works both ways.  Employees can feel VERY devalued by customers, and perhaps not paid enough either.  This really robs a person of the acknowledgement they need to feel happy.

So when your customers are on hold, it’s important to remember, that they, like you, need to feel acknowledged and important and that their time is valuable, just like yours.  So, let their experience of being on hold reinforce that, while you’re telling them about your products and services.  They’re more likely to listen to what you have to say if that basic need to feel important is fed.

 

 

 

message on hold with music
Let your customers know that you value their time…

Ho hum… Not that same old message again!

angry woman images

 

“AGH!! How much longer do I have to listen to this thing?”

Stop infuriating your customers with the same old message or music on hold!  Think about what your customers are experiencing while they’re waiting to speak to a person at your company.

Why not use the time and tell them about your products in an enjoyable way?  Have them go from the above expression to this one:

Message on Hold blog

Now that’s better!

Who hasn’t suffered listening to the same old message over and over and over again.  Well no longer!   Allow ImpressYourCallers.com to help you with changing promotional messages throughout the year.  Or how about a special offer available only to your callers?  That will make them really enjoy listening to your message on hold, and can prevent hangups as well!  It’s truly a win win, don’t you think?

 

 

Keep your customers on the line with an impressive message on hold!

 

Did you know that …An estimated 60% of business callers placed on hold hang up – 30% of these callers don’t call back! (AT&T Industry Report) Callers with Silence-on-Hold will abandon their calls in less than one minute; 90% hang up within 40 seconds. (North American Telecommunication Association Report) Callers with Message On Hold will stay on the line for up to 3 minutes longer.

(North American Telecommunication Association Report) “Surveys show that 15% to 20% of callers make purchases based on information theyheard on hold. (Telemarketing Magazine) “Over 89% of callers prefer on-hold messages over silence.” (Cellular Marketing Magazine) Nation wide 7 of every 10 callers are placed on hold for an average of 30 seconds. (Inbound Outbound Magazine) Having advertising on hold with music reduces call abandonment by almost 90% (Better Business Marketing)The average North American executive spends an average of 15 minutes a day on hold. That’s 9 days a year. (CNN)94% of marketing budgets are spent to induce the customer to call, and only 6% to handle the call once it is received. (Inbound Outbound Call Center)

Benefits of working with Impress Your Callers:

  • Professionalism and effectiveness:Our messages are aimed to help keep your customers on the line and advertise your services with a professional voice!
  • Prompt delivery: After you’ve placed your order, you’ll receive your finished product within 2-3 business days in high resolution mp3 or wav format. You can directly email us with your specifications. We’re here to get the job done as efficiently as possible with you, the customer, always in mind.
  • Competitive Pricing:Impress Your Callers prices are always competitive and we can work within most budgets.
  • Flexible Options: Message on Hold or Voice Prompts can be produced with or without music.Some customers like to have music for one voice message and no music on another. That’s totally ok. We’ll work with you to deliver whatever you need.
  • Individualized attention to your our customer: Why turn to a pool of talent when you can work one on one Impress Your Callers?We deliver the personalized expert service you require to get the job done right, within the timeframe you need.