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On-Hold Messages | Essential Guide


Essential Guide to On-Hold Messages

On-Hold messages are an excellent way to promote your business brand to callers whilst they hold the line. Getting a message professionally recorded is easy. Simply write the script of the message you would like recorded, then choose between male or female voice and the tone you’d like to use. To help you create a flawless on-hold message, we have created an essential guide to professionally recorded messages and 6 top tips to make the perfect recording.

The Building Blocks of On-Hold Messages

There are 3 components to a perfect on-hold message; the script, the speaking tone and the written tone. And of course, there is also the background music, which plays a big part in representing your business image.


Scripting is a crucial component of any on-hold message. It should be in-line with your goals, which can be broken down to 3 main objectives. They can be to inform the caller, promote the brand or product, or just to entertain the caller. Most of all, it has to be engaging. As an example, if your goal is to direct the callers to your website, the script should provide this information in a concise and inviting way.

Speaking Tone

The tone of voice used for a recording can be a fantastic way to reinforce your business brand. Speaking tone can completely change the way your scripting comes across to the caller, so it is important to pick a tone of voice that represents your business. For example, businesses that embody a fun and exciting brand image should choose an energetic tone.

Written Tone

Written tone involves choosing certain words and style of writing to portray a message to the caller. Selecting the correct written tone will ensure your intended message is communicated in line with your branding. If your target market is the younger generation, a script that includes slang words and is quite laid back would be an excellent choice. If your target market is primarily business professionals, then a more articulate choice of words would be more suitable to match this.

6 Tips to Creating the Perfect On-Hold Message

1. Be Creative

Messages that get customers to relax and enjoy the wait are usually crafted in a creative way. They are slightly unique in nature. Using a mix of clever scripting and music will keep the callers engaged. As an example, humour is often used to promote a product or service and is usually quite effective.

2. Create an Easy to Understand Script

It is essential that callers can understand what is being said in the message on hold. Using concise and simple words in your scripting helps ensure callers can comprehend what is being said. Remember, what may read great in written word does not necessarily sound great being said out loud.

3. Be Concise with Your Messages

Whilst the whole on-hold message can be lengthy to match your call wait times, each individual message you are trying to communicate to your callers should be short and sweet. Aim to get each message across in around 35 to 40 words. Being concise in your messages can help ensure callers remain engaged while they wait to speak to a consultant.

4. Write for Your Target Audience

Once you define the characteristics of your target market and audience, it is important to choose the speaking and written tone that appeals to your callers. For example, if your business specialises in business solutions, most of your callers will be business professionals. Establishing this audience can help you choose a tone that is suitable for your target market.

5. Define the Message to Your Callers

On-hold messages can be recorded for many purposes, such as promoting your business, answering FAQs or important customer service information. The message you are trying to communicate to your customer can play a big role in determining the tone of voice needed for the on-hold message. If you are promoting special offers your business is running, an energetic tone may be best to suit your needs. If you are giving customers valuable information or instructions, a natural tone may be more suitable.

6. Know Your Call Wait Times

Determining your callers’ wait times can be useful to give a guideline of how long or short you should make your professionally recorded message. Making the recording too short can lead to the message being played too many times. This can be repetitive and lose the caller's attention while they wait to speak to a consultant.

Professionally recorded on-hold messages are the perfect addition to any business phone set-up. Use one or a combination of recordings to boost your business image and make a great first impression.

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