Message on Hold Script Writing Tips

Your On Hold Script

Preparing Your Script

Writing a good on-hold script is the first step in creating an effective on hold marketing message for your company and despite what some would have you believe, writing your on hold script is not as difficult as you may think. It just requires preparation time and thorough proof reading.

YOU are the best person to write your script; you know your company, your services and your products better than anyone else. Start by scripting your voice prompts and on hold messages in a word processing document and continue to add or edit until you are happy with it.

Writing it!

Please be aware, our price breaks are at every 170 to 100 words therefore for best value try to write your script to the nearest 100 words

Your script may include one or more of these elements: –

  • IVR / Menu Voice Prompts – Directions for your callers, for example:
    • For sales, press 1
    • For accounts, press 2
    • For customer services, press 3 …etc.
  • On hold sections – On hold marketing messages mixed with music whilst callers are on hold.
  • Answer machine greetings – If the caller needs to leave a message.
  • Out of hours – If calling outside office hours.

Here are some examples to help you structure your on hold script

On hold Message 1 – Get off to a good start… Let the caller know where they are and be courteous.

Thank you for calling On Hold Technology, one of our advisers will be with you shortly.

On hold message 2 – You are less than 30 seconds into keeping your caller on hold. Give them something to think about…

On hold messaging has never been so easy and affordable. With On Hold Technology, there are no ongoing payments, no contracts and no annual fees…

On Hold Message 3 – What do your callers not know about you?

Did you know?…as well as providing on hold music and messages, On Hold Technology is a sister company of Voices.com.au, a provider of high quality voice over talent and audio production services.

On Hold Message 4 – Use the waiting time on hold to your advantage; let callers know about your other services, products, seasonal promotions, offers, industry news

As part of your on hold audio package, we can offer you a discounted backup price when ordered at the same time. Once you are connected, please ask your adviser for full details.

On Hold Message 5 – You may also wish to thank your caller every minute or so and offer additional options.

Thank you for continuing to hold, your patience is appreciated. Please continue to hold and we will be with you shortly. If you would prefer to leave a message and get us to call you back, please press 0 at any time.

Tips for Writing Your Script

Spending the time to write your on hold messages is an opportunity to demonstrate your professionalism and inform your callers about your company’s products and services as well as advertise offers, promotions and company news. You should write as many on hold sections as required depending on how long you expect the average caller to be on hold. Usually 6-10 sections of dialogue is sufficient.

If you need to use IVR voice prompts (Interactive Voice Response) to direct your callers through various menu options, try to keep them as short as possible.

For example:

Thank you for calling On Hold Technology. In order to connect you to the right department, please choose from the following options: For General Enquiries, press 1, For Billing, press 2 and for any other enquiries, press 3.

Finished Your Script?

OK, so once you have completed your draft, we recommend triple checking it. After all, once recorded, it will be with you for months if not years.

  • Re-read it more than once
  • Read it out loud
  • Read it to your colleagues and get them to read it back to you

OK Now lets order the Message on Hold.