Customized Hold Scripts sound like a great idea. You don’t have to settle for the generic “Your call is important to us…” recording that comes standard with many phone systems. They’re customized for your business, so they’ll be much more effective, right? Think again.
What customized hold scripts really are.
There are three types of messages on hold:
- Generic
- Customized
- Custom
The generic ones are just that: any business can use them, and there are “classic” generic messages that come for free with some brands of phones, and are playing all over the country.
Customized scripts may sound like a deal, but they’re not really custom: instead they’re often a template or form script that is “tweaked” to sound like they’re just for you. But if you listen closely you can tell that they sound like so many other scripts that other companies use. They include over-used, worn out phrases like
- our team is ready to help you
- highly trained professionals
- we value your business
- we are experiencing higher than normal call volumes
- we value your feedback
- we are here to assist you
- please continue to hold
- we’ll be able to help you momentarily
You get less than you paid for
There’s a difference between a custom mail suit, and one that’s “off the rack” and the pants are tailored to your height! Here’s a well known “template” for a script for customized messages on hold:
Message 1: Contains a few clichés about quality, service, value, and then a “laundry list” of your services
Message 2: A different voice: often includes a generic apology that you have to hold
Message 3: A few more clichés and a laundry list of things you want to sell
Message 4: Back to the “different” voice: with generic claim about how much you don’t want
your caller to hang up
Message 5: Maybe a few claims about how good you are.
Remember “Mad Libs” from when you were a kid? Customized scripts are just like them.
Why use messages on hold?
(Almost) any message on hold is better than leaving your caller in dead silence. But developing a custom hold recording takes a bit more thought than the “cut rate” customized ones you hear every day. You can find out more about developing a custom recording by clicking here, or contact us for more information: Click here to email us, or call today: (800) 862-8896.
