Have your clients ever hung up on you in the middle of a call? An on-hold script is something every business should possess when entertaining callers. The fact is that there are instances when the amount of callers is so extensive that the customer service staff is incapable of dealing with them at a reasonable rate. This is where the presence of an on-hold script becomes handy, ensuring that you will never miss a call from a client again.
Objective of an On-Hold Script
The main objective of an on-hold script is for clients to “hold on” while waiting for customer service to pick up and provide them with the help they need. The script should read in an informative and interesting style that would stop the caller from severing the connection with the company. While this happens, the customer service team is capable of dealing with their current callers and providing them with quality answers without worrying too much about putting other clients on hold.
However, that isn’t the only objective of an on-hold script. This type of approach actually helps companies to market new products and services to their callers.
The ideal length of an on-hold script is typically between 20 to 30 seconds for every message. Each message should provide unique information that the listener would find useful. You would normally have 6 to 15 seconds of music interspersed between each message.
Pros and Cons of an On Hold Script
There are lots of advantages attributable to a well-made script. For one thing, it provides businesses with a way to keep their clients entertained while at the same time marketing to them about a new product or service. The fact that these scripts also cost very little in terms of capital is also an additional factor.
Note that the right script doesn’t just help the business but also the caller. Through the information, they are provided raw data that they might find usable for their needs.
Of course, don’t discount the possibility that the on-hold script would simply not work. There are times when clients would still decide to pull out of the call even with an on-hold script. This usually happens when the script is done poorly, usually lasting for up to a minute and provides fluff information rather than something that the client would actually find useful. Try checking out the script below.
“Are you in search of the best insurance rates for your home? Do you want something that fits in your current income? Are you tired of paying for high insurance rates? Are you ready to get something that fits your budget – then speak with our expert team for a better deal?”
Now this is an example of an on-hold call that would definitely cause clients to drop off the call. It’s too full of questions without providing immediate answers. Chances are before the third sentence is finished; callers have already lost interest and are no longer willing to hold their call. Now, compare this to this on-hold script.
“Are you in search for the best insurance rates for your home? XXX Insurance Company is providing some of the lowest insurance rates in the area, up to 70% less than other insurance companies. Enquire with our…” “Mention you that you just heard this message on hold and receive a further 5% discount on the spot!”
Now this is something that clients would actually find useful and would entice them into holding on. Plus the business owner can actually measure the response rate and effectiveness of the message. Simply put, an On Hold script should be interesting, direct to the point and useful.
Characteristics of a Fantastic On-Hold Script
As already mentioned, there are several reasons why an on-hold script is used. Some of the best script contains one or several of these elements:
– Information about administrative help
– News about the company
– Additional contact information
– Change of contact information and address
– Promoting new services for the company
– Greets clients
– Introduces members of the company
– Answers FAQ
– Says thank you to clients for calling
One bad example of a script is using the word “busy”. This implies that the company is not valuing their clients.
“All lines are busy now. Please hold on and we will try to connect you with one of the company representatives.”
This talk would almost certainly guarantee a hang up. When patterned correctly though, clients can be more patient and forgiving.
“Thank you for calling X Company. Our lines are currently in use but we will be connecting you to a company representative to address your query.”
With a more apologetic approach and with the right terminology, the possibility of hang ups decreases. This is why a script should never be executed in the heat of the moment and instead created with specific goals in mind.
Writing Style for an On Hold Script
The way you create an on-hold script is crucial since your main target here would be to keep the client on the line. This is why an on-hold script should never be generic. Instead, it should be created specifically for the business where it would be used for. Note that writing for print is nothing like writing an on-hold script.
All businesses that entertain callers would find the installation of an on-hold script useful for their system. In fact, lots of companies today are attempting to create their own scripts in an effort to boost their reputation to clients. Unfortunately, it would take more than perfect grammar to create high quality scripts. This is why many companies are turning to providers like Evolved Sound to create their messages on hold script for them. This way, they will be receiving the exact results they want to drive more clients in their business while at the same time keeping the ones they have satisfied.
However, the writing style is not the only thing companies should be worried about. Considering that each message would last a maximum of seconds, it only makes sense that an individual should be listening to a different message while waiting. Ideally, a company should have a minimum of 10 to 15 on-hold messages for their calls. This should be able to provide up to 5 minutes of new information for the client, allowing the company to handle the calls more efficiently while ensuring that the client doesn’t hang up.
How to Choose a Messages On-Hold Script Company
Choosing a company to create an on-hold script requires serious thinking. Some of the things to consider, however, would be the following:
– Clients they’ve worked for
– A sample of their scripts
– Recording process.
Taking these factors into consideration, businesses should be able to get a good idea of what on-hold script company best fits the kind of service they need. Note that the recording process is especially important here since this would dictate the quality of the audio file. As much as possible, it should be digitally recorded in an actual studio, ensuring that no sound or technical problems would interfere.
The script itself isn’t just the only thing to consider when judging an excellent messages on-hold script. The voice providing the information is also a crucial factor especially since your main goal is to keep the callers on the line. The voice should be smooth and easy to listen to with very clear diction. A good on-hold script company should be able to provide various voice artists for the client to choose from. This would allow them to create the best “emotion” or reaction they want from the caller. The music included with the script would also add quality to the message.
Do You Need an On Hold Script?
It might seem as though only companies with an extensive customer service would need this type of product. However, the fact is that all companies would find themselves benefitting from a script for their callers if regularly placing callers ‘on hold’. Any company representative being called by a client for an enquiry or any other service would find these scripts useful. Not only would they be able to handle several callers at once, the company is also subtly marketing their other services to the callers.
Depending on your needs, some companies also provide interactive voice recordings (IVR), audio for after-work hours or even voicemails for the company mobile phone. For more information, try checking out Evolved Sound and find out how a messages on-hold script could help boost your business.