When you write on hold messages for a phone system, every second matters. The goal is to reduce caller frustration, build trust, and share useful information while people wait. Some common phrases do the opposite. They sound generic, scripted, and insincere.
Below are five on hold message phrases to avoid, why they hurt the caller experience, and better alternatives you can use in your messages on hold script.
1) Avoid: “Thanks for holding…”
Why it doesn’t work
This phrase often reminds callers that they have been waiting. Instead of feeling appreciated, they may feel delayed.
Better alternatives
- “We’ll be right with you. While you wait, here’s a quick answer to a common question…”
- “Thanks for your patience. You can also find quick help at [website] while we connect you.”
- “Still with us, thanks. Here’s a helpful tip about our service…”
What to do instead
Use the time to share something genuinely helpful, like FAQs, service updates, seasonal reminders, or simple next steps. Pair it with pleasant, brand-appropriate music.
2) Avoid: “Your call is important to us.”
Why it doesn’t work
It has been used so often that it sounds like filler. Callers do not want to be told they matter. They want to feel it through action.
Better alternatives
- “We’re connecting you to the next available team member now.”
- “We’re here to help. If you’re calling about billing, press 2 at any time.”
- “To save time, you can request a callback or submit a quick enquiry online at [website].”
What to do instead
Offer clear options that reduce effort: callbacks, self-service links, text or email contact, or better menu routing.
3) Avoid: “Our friendly team…”
Why it doesn’t work
“Friendly” is assumed. If you have to say it, it can feel forced. Callers will judge the service themselves.
Better alternatives
- “Our team can help with bookings, quotes, and account updates.”
- “Speak with a specialist in [service area] for fast answers.”
- “Need urgent help? Tell us your issue and we’ll direct your call.”
What to do instead
Describe what your team does well: expertise, speed, specialist knowledge, local support, after-hours help, or specific outcomes.
4) Avoid: “A range of products to satisfy your needs.”
Why it doesn’t work
It is vague and wastes valuable message time. Callers already know what you sell. They called for a reason.
Better alternatives
- “Ask us about [popular product/service] and how it can help you with [specific benefit].”
- “We specialise in [niche]. Many customers choose us for [proof point].”
- “Not sure what you need? We can recommend the best option based on your budget and timeline.”
What to do instead
Use specific benefits and differentiators. Mention what makes you different, not that you sell “a range.”
Examples of strong differentiators:
- faster turnaround times
- local servicing
- warranties or guarantees
- transparent pricing
- expert advice
- special offers (only if they are current)
5) Avoid: “Call us…”
Why it doesn’t work
If someone is hearing your on hold messages, they already called. This line adds no value.
Better alternatives
- “You can also reach us by email at [email address].”
- “For updates and tips, follow us on [social platform].”
- “To book online anytime, visit [website].”
- “If you prefer not to wait, request a callback at [website].”
What to do instead
Use your on hold script to promote other contact channels that actually help: online booking, email support, live chat, social media, or a knowledge base.
On Hold Message Writing Tips (Quick Checklist)
To make your on hold messages more effective:
- Keep sentences short and clear
- Use real, specific details (services, locations, hours, offers)
- Answer common questions before the caller asks
- Rotate messages to avoid repetition
- Match the tone to your brand voice
- Make the next step obvious
Final Thought
Great messages on hold do more than fill silence. They reduce frustration, set expectations, and keep your business memorable for the right reasons.
If you want on hold messages that sound natural, useful, and on-brand, the Messages On Hold team can help you script and produce professional audio that makes every waiting moment count.