It depends on your business discretion whether to change it or not. Some companies use the same message over and over, year after year. Callers know just what to expect, and some dread listening to the same background music or irritating sales pitch. In fact, they may dread it so much that they avoid calling your company, and thus cost you business.
Assuming that you take a proactive approach to using your telephone messages on hold as a marketing tool, you will want to consider changing the music on hold or onhold messages periodically. This is especially true for medical messages on hold, where people’s safety and well-being may be jeopardised if they prefer not to call your office. Medical on hold messages can offer brief health tips, emergency caller information, or product updates, depending on the nature of the business.
On hold systems are easy to update and can be customised to suit a particular business style or need. As a general guide, it is best to update your on hold messages monthly, quarterly, or a few times per year. You don’t want your callers to be fed up with the same on hold message that is running on your system for a decade. It would be better if you change your on hold messages at a particular time, maybe 2 or 3 times a year. Callers love something new and fresh, particularly those that regularly call back and are placed on hold! Advise them of special promotions, new products, or customer service info – there’s always something more that can be said!
You will also want to screen your on hold music to be sure the quality is clear and enjoyable. Out-of-date tunes in a barely-audible tone can be nerve-racking to clients listening to music onhold. Many will hang up and try calling later, limiting their opportunities to reach the destination department or target person. Match the music style to your business style for customers’ enjoyment.
Similarly, onhold messages need to be checked and often updated on a regular basis. An aged recording that sounds blurry or faded represents your business in a negative way. Every onhold experience of your customers should be upbeat, informative, relaxing, or enjoyable, from toe-tapping music to light humor or friendly advice and helpful updates. Any message on hold should have a pre-determined purpose that provides the caller with a positive image of your company and prepares that person for a productive interaction when the call is placed through to the final destination.
Put yourself in the customer’s place. When you call a professional business, wouldn’t you prefer to listen to meaningful messages on hold? They shouldn’t be so long that the customer will be disappointed to break off when the call goes through. Nor should they be so brief as to be without merit. Practice recording snippets of information that your customers will find useful. They will appreciate these free tips that make good use of their waiting time, or they will enjoy the suitable music that sets the mood for conversations that will follow.
Make the most of your telephone’s onhold messaging system. It is an effective way to win, retain, or lose callers, depending on how you manage the music and information shared therein.
