Two receptionists placing callers on hold

How to Measure the Value in On Hold Messages

For many firms on hold messages are an unavoidable evil. Although most customers despise hearing them, they are unavoidable for doing business. Many businesses don’t give their on-hold messages enough thought, and as a result, they don’t get the most out of them. When on hold marketing is implemented, return on investment strategies are rarely developed.

How does on hold work?

On hold messages are a way of communicating with customers when they call your business. They are typically played when the caller is on hold, but they can also be played during other times, such as after hours or when the business is closed.
Telephone on hold messages can be used to provide information about your business, promote special offers, or upsell products and services. They can also be used to thank the caller for their loyalty.

The key to creating effective on hold messages is to keep them short, sweet, and to the point. You don’t want to bore the caller with a long message, but you also don’t want to leave them hanging with no information at all.

How do you write a good on hold message?

Here are a few tips for writing effective on hold messages:

  • Keep them short and to the point. The average attention span of a caller on hold is very short, so you’ll need to make your point quickly.
  • Use a friendly and conversational tone. On hold messages are not the time for hard sells or technical jargon.
  • Use positive language. Instead of saying “We’re sorry for the wait,” try something like “While you’re waiting we thought we’d share with you…”
  • Make sure your contact information is up to date. Nothing is more frustrating than hearing an out-of-date phone numbers or expired promotions while on hold.
  • Avoid using music that is monotonous or irritating. The last thing you want is for your on-hold message to turn off potential customers!

You may produce helpful and amusing on-hold messages for your callers by following these guidelines. You may also ensure that you’re getting the most bang for your money by focusing on measuring the value of your on hold message service.

You can evaluate the worth of your on-hold message service in a few different ways:

  • Take a look at your caller information. When customers hear your on-hold messages, do they stay on the line longer? If that’s the case, it’s a positive sign that they find them useful or entertaining.
  • Look at your sales data. Are you seeing an uptick in sales after implementing on hold messages? If so, that’s a good sign that they’re effective.
  • Talk to your customers. Inquire about their thoughts on your on-hold message and whether they found it helpful. When it comes to determining the efficiency of your on-hold message, customer feedback is crucial.

You can make sure you’re getting the most out of your on-hold message service by analysing its value. You may also produce educational and interesting messages for your callers by following these suggestions.

Measuring return on the hold message services

Return on Investment for hold messages means to receive something back that improves a business. This can be in a form of money, time, or anything that has value. There are a few ways to measure the return from on hold messages.

  • One way is to look at the data of people who heard the message and see if there was an increase in sales, calls, or time. This can be effective in seeing if the message was entertaining or helpful.
  • Another way is to talk to the customers and ask them what they thought of the message. This can be valuable in hearing first-hand accounts of whether or not the message was effective.

Finally, looking at the company’s overall data can give helpful information on if the message was worth it. This can be done by looking at how many people stayed on the line, time or anything else that has value.

Increased sales with on hold messages

Marketing on hold messages can be used as a way to increase sales. This can be undertaken by using special offers or up-selling products and services. They can also be used to thank the caller for their business patronage.

When it comes to measuring the ROI of your on hold messages, it will most likely be reflected effectively in an increase in sales. The length of the time potential customers stays on hold or return the calls can help you know how to increase your ROI expenditure.

Expert tip: If you are using on hold messages as a way to increase sales, make sure to track your progress by noting any changes in caller behavior or patterns. This will help you determine whether or not you on hold messages are effective and how you can improve them.

Consider having a special promotion or website that people can access while on hold. From there you can directly review analytics from what sites or similar strategies has a better effect.

Essentially we recommend working with a digital marketer to help build in a range of metrics which help you track all the key elements from when the caller is placed on hold and well beyond speaking with your company. More advanced phone systems can also generate a lot or reports relating to call activity, how many callers are placed on hold, duration and how manage hang-up etc. The more measurable data you have, the better chance you have to continually improve this strategy achieve outstanding business outcomes.


On hold messages are a great way to increase sales, but it’s important to measure the ROI at every possible opportunity. There are a few ways to do this: by looking at caller data, sales data, website data or customer feedback. By measuring the value of your on hold message service, you can ensure that you’re getting the most out of it. By following these tips for writing effective on hold message scripts, you can create informative and entertaining messages that directly achieve maximum results.

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