Introduction
Greetings to all call center professionals out there! As you know, on hold time can be a frustrating experience for customers. However, it can also be an opportunity to provide excellent customer service and make a lasting impression. One of the best ways to do this is by having a well-crafted on hold script. In this article, we’ll explore different on hold script examples, their benefits, and how to create one that fits your company’s needs.
🎉 Did you know that according to a study by PHMedia, almost 60% of customers prefer to hear music or information when put on hold rather than silence?
Benefits of an On Hold Script
An on hold script is not just a filler for the customers’ wait time. A good on hold script can:
| Benefits of an On Hold Script |
|---|
| Keep customers engaged |
| Reduce perceived wait time |
| Provide company information and services |
| Add to the overall customer experience |
| Decrease hang-ups and abandoned calls |
| Make your brand stand out |
| Improve customer satisfaction and loyalty |
📈 According to a study by the Journal of Applied Psychology, customers who had a positive on hold experience were more satisfied with their overall experience and were more likely to recommend the company to others.
Example On Hold Script
Here’s an example on hold script that showcases how to provide useful information while keeping the customer engaged:
Thank you for calling [COMPANY NAME]. Did you know we offer 24/7 customer support? Our knowledgeable agents are trained to assist with any questions you may have. While you’re on hold, why not check out our website for helpful tips and frequently asked questions. You can also follow us on social media for the latest updates and promotions. Thank you for choosing [COMPANY NAME], and we appreciate your patience.
Writing an Effective On Hold Script
When crafting your on hold script, there are a few things to keep in mind:
Know your audience
Consider who your customers are and what they may need or want to hear while on hold. Are they calling for support, sales, or general information? This can influence the tone of your script and the information you provide.
Keep it concise
Avoid lengthy monologues or too much information. Stick to the essentials and try to keep the script under a minute.
Provide value
Provide customers with helpful information or tips related to your company or industry. This can be an opportunity to educate and engage them while on hold.
Incorporate branding
Use the on hold script as a chance to reinforce your brand’s messaging and personality. This can make your company stand out and create a memorable experience.
Get feedback
Regularly review and update your on hold script based on customer feedback and changing business needs. Don’t be afraid to make changes and experiment with new ideas.
Frequently Asked Questions
1. Can I use pre-recorded messages on my on hold script?
Yes, pre-recorded messages can be a great way to streamline the on hold experience and provide consistent messaging. Just make sure the messages are relevant and up-to-date.
2. Should I use music or a voiceover for my on hold script?
It depends on your company’s branding and the preferences of your customer base. Some companies prefer to use music to set a certain mood, while others use a voiceover to provide information and updates.
3. How often should I update my on hold script?
It’s a good idea to review and update your on hold script at least once a year or as business needs change. However, if you receive feedback from customers or notice an increase in abandoned calls, it may be time to make updates sooner.
4. Can I outsource my on hold script?
Yes, many companies offer professional on hold script writing and recording services. Just make sure to provide them with enough information about your company and brand voice.
5. How long should my on hold script be?
Try to keep your on hold script under a minute. This ensures that customers don’t feel like they’re waiting too long and can still provide useful information.
6. How can I keep my on hold script engaging?
Provide customers with interesting and relevant information related to your company or industry. You can also try to add some humor or personalization to make it more memorable.
7. Can I use my on hold script for marketing purposes?
Yes, an on hold script can be a great way to promote new products, services, or special offers. Just make sure to balance marketing messages with helpful information and avoid being too pushy.
Conclusion
Creating a well-crafted on hold script is not only an opportunity to provide excellent customer service, but it can also have a positive impact on your company’s overall brand and customer loyalty. Remember to keep your on hold script concise, valuable, and on-brand. Don’t be afraid to experiment and make updates as needed. Happy scripting!
🤝 Ready to create an effective on hold script for your call center? Contact us today for professional writing and recording services.
Disclaimer
The information and advice in this article are based on our research and experience in the call center industry. However, each company’s needs and preferences may differ, and we encourage readers to consult with their own professionals before making any decisions.