// Frequenty Asked Questions //

Message On Hold

While a business never wants to put callers on hold, sometimes it's an unfortunate necessity, especially when call volume increases and staffing doesn't. But innovative businesses are realizing that the time when a customer or client is waiting for the next available representative is valuable. Studies have indicated that people will wait on the line longer when they listen to a message on hold instead of silence. Additionally, a focused message on hold program can be an effective marketing tool, an opportunity to provide information about products, the company, and promotions. It can be used to educate, inform, and entertain, increasing sales and reinforcing a business's brand identity, while at the same time keeping the caller engaged, and thereby making them less likely to hang up.

When scripting message on hold prompts, businesses should keep in mind that they already have their caller's attention. The content should differ from that of commercials used in mediums like radio or television which are geared to entice listeners to tune in. Message on hold prompts don't need to use rhetorical devices such as "Did you know...?" and "Have you ever...?" or hype. They should be short, concise, and to the point. Yet at the same time, they should be unambiguous. Pronouns such as "it" and "she" should be avoided because a caller could enter into the message on hold recording at any time in the presentation and may not know what these refer to.

Recorded on hold messages should be friendly and warm as well. The telephone is a personable, one-on-one form of communication. Message on hold programs need to sound crisp, clear, and persuasive, but also conversational. For the best results, businesses should use seasoned, professional voiceover actors to read their message on hold prompts like female voice talent Janet Ault.

	"Janet is not only a terrific voice talent, she is great to work with. Be it a teen girl, or grandmotherly type, I know that Janet can handle any voice request I send her way." Mike Chase Production Director Skyview Networks - Scottsdale AZ