Message on hold Systems aren’t all created equal. When you look past the basics, you’ll quickly see that there are important differences in what you’re getting.
Messages on hold systems may sound alike
On the surface all on hold messages may seem the same. And many do sound similar. They’re voice recordings that play on your phone system while your telephone callers wait on hold (or in a queue waiting for their call to be answered for the first time).
The first on hold advertising was used in the travel industry. Customers calling for reservations reached large “call centers” filled with telephone service representatives took hundreds (or more) calls every hour. Callers heard advertising messages while they waited for “the next available representative.”
Today, most phone system, even for the smallest businesses can be customized to play on hold recordings. But most businesses don’t realize that what goes in to your messages determines what you get out of them.
What to look for when you’re shopping
On hold messaging is advertising. But every kind of advertising has it’s own secrets. Advertising on billboards, direct mail, and your website are all different, and need a different approach.
When you’re planning too try using Messages on hold, there are 6 factors that you don’t want to overlook:
– who will you be working with? Will your main point of contact be a sales person, or a marketer? A strategist or the writer? Will you always work with the same contact, or will you work with “the next available representative”?
– how easy is it to reach your contact? Do they contact you on a regular schedule?
– industry knowledge: does your key contact understand your industry? Do they know that every industry has different marketing challenges and opportunities? If not, will they take the time to do outside research and learn from you about your historic marketing track record?
– who will write the script? Many suppliers claim that they offer on hold services, but simply record a script that you write. You’re probably good at what you do (helping customers with hardware, physical therapy, or plastic surgery) but you’re not a copy writer, experienced in crafting a script that will capture your customer’s attention and prompt interest in your services.
What limits do you face with the script? Is there a specific number of messages, or are you charged by the word? You’d be surprised at how this can limit your options
– will your messages be updated? Will your supplier develop a schedule that works with your other marketing activities, your busy and slow seasons, work with you on an ongoing basis, contacting you when it’s time to update?
– can you choose from a one-time recording or a long term contract? What’s guaranteed in the contract? Can you cancel at any time (most don’t give you the option to cancel, often for 3 to 5 years!) no matter if you like the service you receive or not.
Find out before you commit
In New York, a well-known business owner named Sy Sims said “An educated consumer is our best customer.” Before committing to a long term, unbreakable contract, find out about the factors that will really make a difference in the value you get from your messages on hold service.
For more ideas on how to see the difference in Message on hold Systems, click here or call The Informer at 800-862-8896 today.
