How to Avoid Common Pitfalls When Using Music On Hold for Your Business...

Feb 12 08:36 2007 Garrett Todd Print This Article

If your putting your callers on hold in silence or using a radio, then this may be the most important article you ever read. Learn how to stop losing callers when putting them on hold.

Many businesses put their callers on hold while transferring them,Guest Posting retrieving information, or when waiting someone to assist them.

But not all businesses have a custom on hold message for the callers to listen to while they wait...but they should. Here's why:

  • 88% of callers surveyed report that they like to hear music AND messages while they wait.
  • 60% of callers left on hold in silence hang up
  • 30% of these callers never call back
  • Radio or Music CDs are not legal to use for on hold (reported: BBB, Oct. 2002)

So why not use this great opportunity (putting callers on hold) to further educate this "captive audience" while they wait?This article will help you find out what on hold messaging is, and how it can be used to reduce hang-ups and increase sales in your business.

What is Custom On Hold Messaging? Custom On Hold Messaging is a complete audio “production” of a script, music, and studio voicing orchestrated together to help impress callers and reduce hang ups. The production is played back instantly when the HOLD button is pressed on your phone system. It's called a production because it has a start and a finish (like a movie production), with custom messaging and music. You choose what music that will be set to the background, you choose if a man or woman records your message, and you choose the precise message that they record.

On hold messaging is used as entertainment to educate the on hold caller and keep them pacified while they wait. Most businesses like to talk about their products and services, where they are located and hours of operation, their slogan, their website address, and other relevant data. Users report that it makes their business look larger and more professional, hang ups are reduced, and that sales go up do to more educated callers. All these benefit the organization.

How is the On Hold Production Played?The production is played from a player of some sort that is connected directly to the phone system and is activated automatically when the HOLD button on your phone system is pressed. The player can be a “boom box” that has a CD player, an “El Cheapo” CD player from an electronics store, or a professional on hold player which can be CD load or USB load which uses small but high quality mp3 files.

You will need to address a few technical issues with your player and the phone system. Specifically, does your phone system have a music on hold jack on it? (This is just a little hole on the phone system where the player plugs into.)

If you have a radio or music CD playing currently, then this is usually a good sign that you are all set to go. If you have silence on hold, then you may have to locate the music on hold jack on the phone system. ( HINT : A good on hold company will walk you thru this step-by-step. They may even offer to call your phone installer to reduce work on your part.)

In summary, to use custom on hold messaging in your business you only need three components:

1) The Custom On Hold Production

2) The Player

3) The Music On Hold Jack

How Much Does it Cost?This is a very important topic because there are TWO ways in which you need to look at the cost structure of businesses that provide Custom on Hold Messaging.

The first is a "contract" model: This where the company signs you up for a “term contract” in which you are locked in for a certain amount of time. Most are 2, 3, even 5 year contracts. Further, you are obligated to pay a monthly fee for the term of the contract. Month after month, even if you do not use the service, you still pay. This can be compared to cell phone companies that "lock" you into their contracts for several years at a time. It guarantees them long term cash flow, but it doesn't provide much benefit to the end user. The second is a “buy out” model. This simply means you only pay once, there are no monthly fees, no contracts, and no hidden charges. Most small and medium sized businesses choose this option because of its "no strings attached" approach.

The buy out model can be compared to going to the store and buying a can of soup from a shelf and then going home and simply eating it. When you need more, you go buy more, but do not pay again until you update. Why more businesses choose the buyout model?

1) The cost of on hold is a very small investment and does not require long term contracts or monthly charges.

2) The author of this article has worked with hundreds of on hold customers all over the country and their feedback is that they do not prefer the contract model. Why? My guess is because we all agree there is no reason to be in a binding contract for something that doesn't cost very much.

As far as price goes, you might be happy to learn that you can get a fully custom on hold production for under $400, with nothing more to buy.

In summary, custom on hold messaging is a great way to:

  • Increase caller retention
  • Reduce hang-ups
  • Impress callers
  • Educate your callers

If you'd like to learn more...

Check out the new and 16-minute audio report that covers, in more detail, everything you need to know to make the best decision for your organization when getting custom on hold messaging. You can get it for a limited time by visiting: ToddImpress Callers


"Because impressing callers and reducinghang-ups increases profitability."

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About Article Author

Garrett Todd
Garrett Todd

Garrett Todd is the owner of "Impress Callers" and publishes music on hold information to help businesses make educated decisions when placing callers on hold. To listen to the new 16-minute audio course, please visit:

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