Let’s play a game.
I want you to set the timer on your phone for three minutes. In these three minutes, you can do whatever you want — watch TV, browse Facebook, make a sandwich… anything.
Whenever you are ready, stop reading this article and start your timer. I will see you in three minutes.
Welcome back! How did those three minutes feel? Were they fast? Were you bored? Did you even really notice them?
Let’s play again. This time, however, I want you to do absolutely nothing during your three minutes — no TV, Facebook, and definitely no sandwiches.
I will see you in another three minutes.
How did that feel? I am willing to bet that it felt a whole lot slower than the first time, right? And you are probably thinking: that is not a very good game at all.
Imagine forcing your callers to play the second version of that game every time you place them on hold. For some businesses, this is a game they play multiple times every single day, sometimes more than once on the same call.
According to an AT&T survey, customers placed on hold without music thought a 30-second wait time lasted for 90 seconds. Conversely, customers who listened to music thought it lasted only 15.
The harsh reality of placing callers on hold is that you are going to have to do it at some point in time. In fact, seven out of 10 callers are placed on hold at some point before the call is complete. It is what they hear that makes all the difference.
If someone calls you, they clearly need something from you. At the very least, they are interested in the products or services you have to offer.
Conversational found that 88% of callers preferred recorded messages including specials over other hold options, and 20% said they’ve made a purchase based on an on-hold promo.
Placing a caller on hold without on hold messages is like having a fish on the hook and not even trying to reel it in. Obviously, your callers are not fish, so you have to be smarter in how you market to them, and on hold messages are the perfect bait.
If you have to keep callers on hold for an extended period of time, you have to ensure that their time is not wasted. But it is not just your callers’ time you need to worry about, because when you waste the time of your callers, you are also wasting your own.
Having callers who are prepared to wait on hold is a valuable asset. It gives you the opportunity to market your new products, educate callers about how your operation works, promote events, and just about anything else you can think of.
Infomax Inc. found that callers stay on the line up to 25% longer when provided with on-hold messaging versus “dead air” or background music.
Your Callers Matter
Your callers are your most valuable asset. Show them that they really matter with a free demo from Messages On Hold.