How many messages should you include in an on hold script? That’s a great question. Remember that your messages on hold are a type of advertising, even if they cost only a fraction of a New York Cable TV ad or even a Connecticut Pay Per Click campaign. So treat them like an expensive ad, and take the time to do it right.
Wondering how many messages in an on hold script?
First of all, remember what makes an on hold script effective:
- Focusing on your customer, not your sales goals
- Less is more
- Old news is no news
- Don’t try to sell too much
- Don’t apologize: New Yorkers don’t care
- Avoid Clichés
- Don’t cut corners
- Tempt your listener
For a full description of these ideas click here: https://informermessages.com/on-hold-script-mistakes/
Do the math
Your caller isn’t on hold forever. Even in Connecticut, your caller is impatient. They may think they are (especially if they’re listening to Muzak or terrible messages) but they’re not. In fact, even though 69% of business telephone callers are asked to “please hold,” most callers only spend a minute or two on hold. And most will give up after 3 to 4.
We also know that your caller’s attention span is short. (Think Dorrie in Finding Nemo) So keep each individual message short.
But back to the point. How many of these short messages should you include in your script? For the average business, with an average “hold time” your caller will hear one to three messages.
Assume that there are some messages that are more important than others. Maybe you have one that’s really important. That’s great. But if your average caller hears one, or two or even three messages, and you have 30 of them in your script…do the math…only 10% of your callers will hear that important message.
So what can you do?
You can do what works: include only high quality messages in your script. Don’t be tempted to add more, and more, and more messages of questionable value, even though it may cost the same. In the long term you’re costing yourself potential sales, because your target customers don’t hear your “killer” message.
More tips
We’ve been writing scripts, and helping businesses like yours maximize the value of their on hold recordings for over 20 years.
Do you have an idea for a message on hold script? Or a script that someone wrote for you? Or messages that aren’t really helping your business?
Call us for a free Discovery Session for tips you can use, and to find out what works and what doesn’t. In Connecticut call us at (203) 655-3920. In New York call (212) 355-6980. And nationwide call us at (800) 862-8996. Or click here to email us.