Your business phone system is often the first point of contact between you and potential customers. Having a well-crafted on-hold message script can make all the difference in how your brand is perceived.
At On-Hold Marketing Inc., we’ve seen how professional voice recordings can transform the caller experience from mundane to memorable.
Let’s dive into the essential elements that make up an effective phone system script.
Understanding Your Brand Voice
Your script should reflect your company’s personality and values. Think of it as an extension of your brand’s identity.
A law firm might need a more formal, authoritative tone, while a pet store could use a friendly, warm approach.
The key is maintaining consistency across all customer touchpoints.
Structure and Flow of Your Script
Every on-hold message script needs a clear beginning, middle, and end. Start with a welcoming greeting that acknowledges the caller’s time.
Include relevant information about your business, such as operating hours, website details, or current promotions.
End with a reassuring message that their call matters and will be answered soon.
Essential Elements to Include
Your opening greeting should be clear and professional.
For example: “Thank you for calling [Company Name]. Your call is important to us.”
When possible, include estimated wait times to manage expectations. Share valuable information about your services or products. Consider adding industry tips or interesting facts to keep callers engaged.
Voice Tone and Pacing
The right voice talent can bring your script to life. Professional voice actors from On-Hold Marketing Inc. understand the importance of proper pacing and inflection.
Also, aim for a conversational tone that sounds natural, not robotic. Finally, keep sentences short and easy to understand.
Message Length and Timing
The ideal message length varies depending on your average hold time. Generally, messages should rotate every 20-30 seconds to avoid repetition—plan for multiple messages that can be cycled through during longer hold times.
Customization for Different Scenarios
Your IVR (Interactive Voice Response) needs different scripts for various situations:
- Business hours vs. after-hours messages
- Holiday schedules
- Department transfers
- Special announcements
Technical Considerations
When writing your script, consider your phone system’s capabilities. Some systems have time limits for recordings, so make sure your script works with your existing technology.
Best Practices for Script Writing
- Write for the ear, not the eye. Read your script aloud to test how it sounds.
- Use active voice and present tense.
- Avoid industry jargon unless necessary.
- Including Call-to-Action Elements
- Guide callers toward specific actions while they wait:
- Visit your website
- Follow social media channels
- Sign up for newsletters
- Download your mobile app
- Keeping Content Fresh and Updated
- Regular updates keep your message relevant and engaging.
- Review and update scripts quarterly.
- Adjust content based on seasonal changes or business updates.
Legal and Compliance Considerations
- Include necessary disclaimers or legal notices.
- Ensure compliance with industry regulations.
- Protect sensitive information appropriately.
Measuring Effectiveness
- Monitor customer feedback about your phone system.
- Track hold times and abandonment rates.
- Adjust scripts based on performance metrics.
Common Mistakes to Avoid
- Don’t overload messages with too much information.
- Avoid repetitive or obvious statements.
- Skip the hard sell approach.
- Cultural and Regional Considerations
- Consider your target audience’s cultural preferences.
- Use appropriate language variations for different regions.
- Respect local customs and sensitivities.
Take Your Phone System to the Next Level
Creating an effective on-hold message script requires careful planning and attention to detail. The team at On-Hold Marketing Inc. understands the nuances of professional voice recordings and can help elevate your customer communication strategy.
Let our experts help you craft the perfect on-hold message script that reflects your brand and engages your callers. Connect with our team to explore how we can enhance your phone system’s professional image and keep your callers informed and engaged while they wait.