Every day at businesses all over America, when telephones ring, callers are often greeted with the words, ‘can you please hang on, I’m going to put you on-hold. But we’ll be back with you shortly.’ And right then the hopefully brief wait begins, and so do the messages and music. Sometimes the music is appropriate, carefully chosen to reflect well on the business and please and educate the caller, sometimes not. While the caller waits the messages that he or she hears are often interesting, valuable and worth the wait, but other times they are not.
So depending on what you got from the company that supplied you with your on-hold program, the wait can be good or bad.
- They are listening, but they don’t always like what they’re hearing. In a New York Times article entitled ‘Can I Put You On Hold?’ Stanley Fish describes an all too familiar story of getting the callers attention, but not in the right way. He writes ‘…when the tech specialist who has been unable to help you and seems now to be blaming you for his inability asks ever so politely, “May I put you on hold for a minute, you know (a) that you have no choice (b) that one minute will become five and then 10 (c) that you are likely be cut off and put in the position of starting all over again and (d) that in the event he does in fact return, you will be asked to execute still more procedures that will leave you exactly where you were when you were so foolish as to make the call in the first place.’ https://opinionator.blogs.nytimes.com/2009/11/16/words-you-hate-to-hear/
The wait on hold does matter, and here’s why...
Your caller’s time is important; they called because they have a need and while on hold they’re listening to discover if you may have a solution. The key ‘take away’ here; make sure your messages are relevant to your callers on hold. They must be meaningful, your music appropriate, and the wait on hold keyed to problem solving.
With Impact On-Hold on your team, you’ll have the kind of messages, music and support you need to take your callers from ‘contacts to customers.’
(Just ask for Ken)