HOLD PLUS message on hold is a unique marketing tool.  Be sure to capitalize on this tool by having a compelling script.  Here are a few tips to help form the right message.

1. Consider the amount of time your average caller spends on hold. If it’s 15 seconds, don’t write 60-second paragraphs. Even if you have long hold times, keep your statements short. The shorter the message, the easier it’ll be for your callers to understand and retain.
2. HOLD PLUS messaging is an endless loop of statements and music. Callers can be placed on hold at any point in that audio loop. There is no perceived beginning, middle or end, so you can never be guaranteed that callers will always hear the “first” message. If there is content that you want most callers to hear, write several versions of the message and spread them evenly throughout your script.
3. Avoid negatives. Don’t use phrases such as “Thank you for holding” or “Thank you for waiting.” The words “holding” and “waiting” only reinforce the negative aspect of being on hold. Instead, use positive phrases, such as “We’re glad you’ve called today” or “We appreciate your call.”
4. Don’t apologize for placing callers on hold. A phrase such as “We’re sorry to make you hold” not only reinforces a negative, but creates the sense that your company has made a mistake. When you use your HOLD PLUS message to create a helpful, informative and valuable experience for your callers on hold, you will have no reason to apologize.
5. Update your content regularly. This is a big one. Your HOLD PLUS messaging will lose its marketing value if frequent callers hear the same messages and music over and over again. Even if you always write about the same products or services, describe their benefits in different ways or from different angles. You’ll keep callers interested and, over time, increase the perceived value of what you sell.

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