Creating an Effective On-hold Message

What guidelines should be followed when creating an on-hold message?

• Avoid telling the customer to continue to hold.
• Offer callers an option to exit the message.
• Refrain from boasting about your company.
• Keep the message simple.
• Record more than one message.

What added value can on-hold messages provide?

• They can highlight your company's products.
• They can detail your company's services.

Overview/Description

Ineffective on-hold messages can frustrate and alienate customer callers. This impact explains how to create an effective on-hold message.

Target Audience

Call Center Representatives, Supervisors and Managers