On hold messages
For most businesses, a caller being placed on hold is just part of the daily routine. But what your caller hears during that time can make a surprising difference in how they perceive your service, and whether they stick around.
On hold messages offer a chance to engage, inform, and impress. Yet so many businesses still overlook them or use generic, outdated scripts that do more harm than good.
Let’s take a look at how to make your on hold messages actually work, and what you should definitely avoid.
Why On Hold Messages Matter
When callers are put on hold, they’re in a passive position. They’re waiting, sometimes impatiently, and often with no idea how long the wait will last.
This is your opportunity to guide their experience. A professionally crafted message combined with suitable music can reduce anxiety, fill the silence, and provide helpful or promotional information. Done well, it enhances your brand image and makes callers feel valued.
What to Include in Your Message
- Gratitude and Reassurance
Begin with a friendly thank-you for calling. Let the customer know their call is important and that you’ll be with them soon. A human tone goes a long way here. - Estimated Wait Time
If your system supports it, include approximate wait times. This helps reduce uncertainty and caller frustration. - Helpful Information
Use this moment to share business hours, website links, or answers to common questions. This can reduce future calls or even solve the caller’s problem before they speak to an agent. - Promotions and Highlights
On hold time is perfect for soft promotion. Mention seasonal offers, new products, or services that callers may not know about. - A Clear, Friendly Voice
The voice delivering your message should be professional, clear, and easy to understand. Avoid robotic tones or overly scripted language.
What Not to Do
- Repeat the Same Line Over and Over
This quickly becomes irritating and makes your business seem inattentive. - Use Poor Audio Quality
Tinny or distorted audio screams “unprofessional.” Invest in high-quality recordings. - Play Music That Doesn’t Match Your Brand
Avoid jarring genres, especially anything too upbeat or aggressive. Choose calm, well-balanced background music.
Real-World Benefits
Businesses that use custom on hold messages often see real benefits: fewer hang-ups, better customer feedback, and more engagement with promotions mentioned during hold. For example, a dental clinic that added appointment tips and insurance FAQs to its on hold messages saw a drop in front desk call times and more patients visiting their website.
Keep It Updated
Don’t set it and forget it. Refresh your messages every few months or tie them to current campaigns. This keeps the content relevant and shows you’re actively engaging with your audience.
Make Every Moment Count
Every second your customer spends on the phone with you is a chance to communicate. Don’t let hold time be a dead zone. With thoughtful, well-produced on hold messages, you can turn a pause in the conversation into a meaningful touchpoint.
Get professional, multilingual on hold messages tailored to your brand atAmazing Voice.