Long hold times can be frustrating for callers. But even when you can’t eliminate the wait, you can control what happens during it. What callers hear while they’re waiting can make the difference between a frustrating experience and a more positive one.
Long Hold Times Don’t Have to Mean Wasted Time
When callers are placed on hold, they’re usually waiting because they need something from your business. They may have a question, need help with a problem, or be trying to schedule an appointment.
If all they hear is the same music repeating—or worse, silence—the waiting experience can feel even longer.
But hold time can also be an opportunity to answer questions before they’re asked, explain useful services, or reassure callers that they’re in the right place.
For example, a medical practice might use hold time to explain an appointment service callers may not know about. An insurance agency could mention another type of coverage. A home service company could explain its maintenance program or financing options.
The goal isn’t to bombard callers with advertising. It’s to give them something useful to listen to while they wait.
What Makes Holding Better?
Start by thinking about your callers.
What questions do they frequently ask? What services do they overlook? What information would make their experience easier? What do you wish every caller knew before speaking with someone on your team?
Those answers can become short, conversational messages designed specifically for your callers.
And the messages don’t have to be the same all year. Seasonal services, new offerings, special programs, helpful reminders, and frequently asked questions can all give callers something relevant to hear.
Even if your business occasionally has long hold times, you can make that time more productive.
Turn Waiting Time Into a Useful Opportunity
You may not always be able to control how long callers wait. But you can control what they experience while they’re waiting.
Instead of treating hold time as dead time, consider it another opportunity to educate, reassure, and make it easier for callers to do business with you.
That’s what professional messages on hold are designed to do.
If you’d like to explore what your callers could be hearing during long hold times, contact The Informer at (800) 862-8896, text (203) 655-3920, or email us by clicking here.
