I was just recently asked to do 2 on hold messages for 2 very different businesses. One for a college & the other for a luxury resort. It’s fun that in one read I am a spunky young 20-something & in the other, well – you can probably guess how I sound. Deep, sexy & well? Luxurious!
On-Hold Messaging or On-Hold Marketing?
Both are different, but the same in some ways. Each are read by a voice talent & then the recordings are mixed over a single music track to create a loop. The average length of a looped On-Hold production is roughly 2-4 minutes, before it starts to repeat for the caller.
Now for the differences! On-Hold Messaging consists of simple statements, usually designed to deliver apologies for being on hold, inform them about the hours of operation & where there locations are. On-Hold Marketing promotes advertising campaigns & company branding. The purpose is somewhat of an upsell: it’s supposed to further attract people & keep them interested, while maximizing the perceived value of the business. In short, On-Hold Marketing provides a professional customer oriented script that’s designed around your audience expectations & needs, whereas On-Hold Messaging is more of a basic statement about your business — that may or may not have any relevance at all to your audience while on hold.
& with regards to the music? A caller holding should really be tuning in, not turned off by the background music in your message. Otherwise, they might simply hang up! & most importantly, make sure you don’t play inappropriate music, as Avaya (a communications solution provider) wrote about these interesting stories . . .
– A hospital casualty unit found to be playing the ‘FuneralMarch’ by Chopin
– A clothing firm specializing in larger sizes for women playing Queen’s ‘Fat-Bottomed Girls’
– A mail order company playing ‘Hanging on the Telephone’ by Blondie
Rose Caiazzo, Professional Voice Over Talent
Based out of *fantastical* Jackson Hole, Wyoming
About Me: http://about.me/rosevo
YouTube Channel: http://www.youtube.com/rcaiazzo