Music and Messaging On-Hold
Turn on-hold time into a powerful marketing tool!
On-hold time is a golden opportunity:
Don't miss a golden opportunity to turn on-hold time into a powerful marketing tool. Statistics have shown the average executive spends 15 minutes a day or 68 hours a year on-hold. If you're playing a radio, chances are your on-hold callers are hearing commercials from other companies when they should be listening to your marketing message. And without the proper licensing, when you play a radio means you could be breaking the law by contravening music copyright. Even worse, if your callers hear silence on-hold, they may think they have been disconnected and hang up -- never calling your company back.
Positive impression:
Music and messaging-on-hold can productively enhance and shape a callers impression of your company. It can promote new products and servcies, disseminate important information or simply reduce caller frustration. You wouldn't think about putting a blank ad in the newspaper - but that is essentially what you are doing when you fail to market to on-hold calllers. Don't miss this free substantial opportunity to market to a captive audience.
Silence can be deadly:
Your company is probably like most, spending thousands of dollars and over 94% of your marketing budget inducing customers to call. However, when they do call, statistics show that 80% of callers are put on-hold and forced to listen to silence. Without any on-hold music or messaging 60% of them will hang up within a minute, and 30% of these customers will never call your company back. When this happens you lose a potential customer and it gives callers a bad impression of your company - something that is even more deadly than silence.
1. Entertain and inform callers.
Use on-hold music and messaging to entertain callers with interesting informatin, trivia or relaxing music. This has been proven to reduce caller frustration and make on-hold time more pleasant.
2. Promote products and services.
Use on-hold messaging to support your advertising campaigns and promote products and services to on-hold callers. Statistics show that 41% of consumers have initiated a purchase in the last year based mainly on information they have learned while on-hold (Source: American Teleservices Assoc.) and 16% have actually made purchases based on an offer they hear on-hold. (Source: MaxiMarketing)
3. Disseminate important information.
Use on-hold messaging to disseminate important information about your company including: office hours, address, website, or toll free numbers. Callers might just get the information they need while waiting on-hold and this will free up your valuable agent's time.
4. Enhance the company image.
On-hold music and messaging plays a vital role in forming a caller's first impression of your business. It can project a professional and consistent quality of service across all your company locations and enhance your brand, differentiating your company from the competition.
5. Re-assure callers that you care.
On-hold messaging re-assures callers that they have reached the right company or department, making them more inclined to remain on-hold. Studies show callers stay on the line up to 25% longer when provided with on-hold messaging versus "silence", "background music" or "radio".(Source Infomax, Inc.)
6. Prompt callers to have information ready.
On-hold messaging can be used to prompt callers to have information available (i.e. credit card number) before talking to an agent. This prepares the caller on-hold and speeds up call processing when the caller actually speaks to an agent.
Interalia can help!
Interalia has a variety of music and messaging-on-hold solutions suitable for a small business with one site or a large multi-national with multiple sites across the globe. Our solutions give you the flexibility to administer them yourself or have a hosted third party manage them for you. Let Interalia help you make the most of on-hold time.
- On-hold announcer for medium and large businesses XMU+
- On-hold announcer for small and medium businesses SBX
- Internet downloadable announcer iProMOH
- Cassette-based announcer proMOH
- On-hold statistics MOH Statistics
