Myth #1: We do not put our callers on hold, our phones are answered by live receptionists.
Fact: All businesses put callers on hold. Even if your phones are answered live by people, your call is put on hold when transferring a call to the appropriate party. This can take 5 seconds up to 40 seconds, or more.
Also, when the receptionist is busy on one line, your other lines (two, three, and/or four) are likely answered by the system. Again, this is an „on hold“ situation which your callers are exposed to.
Bottom line, even if you are answering your phones „live“, you are putting callers on hold. Period.
ACTION: Call your office from your cell phone for one week and see how often you are in fact put on hold. You’ll be surprised the time you are „in limbo.“ This is what your callers are going through daily and they hate it. And it’s hurting your image and your profits.
Custom messaging and music on hold is an ideal „patch“ for replacing silence or the radio when putting callers on hold.
Myth #2: Custom Messaging and Music on Hold is too expensive.
Fact: Custom Music on hold is more affordable than you think. Advances in technology have driven down scripting, recording, and production costs. Fully custom messaging and music on hold is just a few hundred dollars with nothing more to buy ever. Also, professional on hold players are a great investment and usually price discounts are available when buying messaging at the same time. Always look for a player with a multi-year warranty.
Myth #3: My phones will not support messaging and music on hold.
Fact: Almost all phones (99%) support on hold messaging one way or another. If you have a professionally installed PBX/Key phone system, then you are 100% guaranteed compatible.
If you have standard office phones (AT&T, Panasonic, RCA, Brother, Uniden, Sony, etc.) then you most likely can use on hold messaging.
You’ll want to discuss your set up with a qualified on hold provider so they can ask you the right questions to make a determination for you. However, rest assured that most phones will work with music on hold these days so compatibility is not an issue.
Myth #4: My customers don’t want to be „pitched to“ when waiting on hold. It annoys them.
Fact: Most on hold callers (85%) when surveyed reported that they prefer to hear SOMETHING as opposed to hearing NOTHING. Isn’t that what you prefer too?
Silence is a killer on hold and it increases hang-ups. Moreover, a custom messaging and music on hold production need not be a „pitch-fest“ any way.
Helpful information on hold is very useful for your on hold callers. This includes: your location, your hours of operation, your website address, your slogan, your service offerings (most people only know some of your offerings, not ALL like you think they do), and how long you have been in business. All people need information like this…
Again, useful information is HELPFUL, not annoying. Silence is annoying. The radio blaring is annoying. Help educate your callers while on hold using custom messaging and music to keep them in the loop. Your image and sales will rise accordingly.
Myth #5: We use the radio (or silence) on hold and no one is complaining about it, so it must be working.
Fact: Hogwash. Just because your callers aren’t providing you feedback doesn’t prove it’s working. „Absence is not evidence.“ Most people are being polite by not criticizing you, and also, they don’t care enough to tell you how to make your business better. That’s your job to figure out, not theirs.
Radio on hold is illegal (BBB Oct. 2002) and silence is just downright amateur. The benefits of custom messaging and music on hold are worth their weight in gold, and you need to start realizing just how important it actually is to your image.
Myth #6: We can’t afford messaging and music on hold. We spent all of our advertising dollars this year.
Fact: You need to re-allocate your marketing dollars to include custom messaging and music on hold. Yellow pages, billboards, TV, radio, and all the other advertising mediums are ridiculously expensive. And you know it.
You can shave off just a little bit ($100) from each medium and get messaging and music on hold. Again, total costs are just a few hundred dollars, with nothing more to buy, ever. If you look for the dollars, you will find them.
Myth #7: We have WAY more pressing issues to deal with right now.
Fact: What can be more important than the first impression you make to your callers? And what can be more important than your prospects and customers?
After all, they are your „life line“ to profits and you need to understand just how important looking professional is. You NEVER get a second chance to make a first impression.
Custom messaging and music on hold not only makes you look less amateur it also shows your callers how much you really do care about them. Not only that, the on hold message process is automated. The instant the callers are placed on hold, your music on hold plays through your phone, time and time again. Day after day. Week after week. Month after month.
What to do next…
If interested, you can receive a free quote and free phone compatibility analysis by clicking HERE
Or, please call 1-877-422-1051.
WHY CUSTOM MUSIC ON HOLD?
„Because impressing callers and reducing hang ups increases profitability.“
(c) 2007 – Garrett Todd, LLC – Impress Callers – All Rights Reserved
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Source by Garrett Todd