On-hold messaging: what callers hear on hold can increase revenue.

• Author: Little, Candace M.
• Position: Techknowledge

ON-HOLD MESSAGING SCRIPT

1:20 Script length

CHARACTER DESCRIPTIONS:

EMI: A call center business owner, female age 40-50 - a bit discouraged, dramatic, smart

DAN: An insurance salesman, male age 30-40 - excited, helpful, professional

SERVER: Female age 18-25 - chipper

ON-HOLD SCRIPT: 0:00 0:02 MUSIC CUE: JAZZ ENSEMBLE RESTAURANT MUSIC. 0:02 0:03 SOUND FX: VOICES IN BACKGROUND. 0:03 0:04 SOUND FX: FAINT CLANKING OF DISHES. 0:04 0:06 SOUND FX: WATER GLASSES BEING FILLED. 0:06 0:16 SERVER: I'll be your cashier when you're ready. Let me know if there's anything else I can get for you two. 0:16 0:17 SOUND FX: SERVER RIPPING CHECK OFF OF ORDER PAD. TAPING IT ON THE TABLE. 0:17 0:18 SOUND FX: A WOMEN'S WALLET UNZIPPING. 0:18 0:30 DAN (sincerely): Oh no, lunch is on me, Emi. I know you usually cover it, but really, I insist. Things are going great with insurance sales and it seems business isn't as booming for you ... 0:30 0:44 EMI (discouraged): How could you tell? Is it really that obvious that I'm letting this recession take over my call center business like Papa Jaws eating the swimming lady? 0:44 0:45 SOUND FX: JAWS MUSIC 0:45 1:03 EMI (discouraged): I just can't seem to keep my customers on the phone long enough for my associates to talk with them. And the customers who do end up staying on the line are upset and rude ... I'm guessing that's why, even in this economy my employees are dropping like flies. 1:03 1:05 SOUND FX: FLY BUZZING, HITTING WINDOW AND DROPING 1:05 1:17 DAN (excited): You know what? I have an idea. My company has recently invested in some on hold messaging to help inform and retain our customers on the phone. I think this could really work for your business too. 1:17 1:22 EMI (hopeful): On hold messaging? What exactly do you mean? Don't you have that boring hold music? 1:22 1:25 DAN (with a smile): Oh no, not anymore. Please Hold

On-hold messaging is a resource few-businesses are tapped into right now, says Leave Me On Hold President Nate DiPalma. DiPalma and his Park City team write and produce targeted on hold message recordings for clients in Utah, and across America. But almost all businesses could benefit from having customers learn about products while holding on the phone, even if it simply keeps them in a good mood.

[ILLUSTRATION OMITTED]

"If you don't put anyone on hold you don't need this," says DiPalma. "I haven't seen a business that we couldn't fit one way or another. Use the hold time to entertain, as...