Likelihood is, the last time your clients called your corporation and acquired placed on hold they didn't think it was very funny... but they might have. If you at present play messages-on-hold at your company - and should you aren't, try to be - there are several reasons why chances are you'll think about threading-in at the least an occasional little bit of humor or trivia.
A very good on-hold message program communicates important sales-related data on your services and products, conveys buyer care to your callers and is simple to hear to. Custom-made message-on-hold packages have been proven to extend sales, enhance a company's picture and retain callers longer and with far better results than silence, radio or music only.
So, combining all of those parts gives you an excellent program. However, it's a must to hold the interest of your callers or even one of the best messages will go in a single ear and out the other. Firms utilizing messages that contain a little bit comic relief or trade-related trivia have reported that their callers really ask to be put back on hold to continue listening.
Let's set up one thing proper up entrance: There are some situations the place utilizing humor or even trivia on-hold won't apply. You understand your callers. They might be most attentive to the usual, straight-ahead approach. If that's working, don't try to repair it!
Here are some things to consider that will help determine if your corporation is a candidate for utilizing humor or trivia on-hold:
First, think about the merchandise and/or services you sell. If you promote life insurance policies, present authorized services, or you're fielding calls for customers who've a grievance or an issue with a product, etc., widespread sense tells you that the overall tone of your on-hold messages must be more reassuring. Not necessarily stuffy, but humor simply merely will not work there.
Nevertheless, the place a spot or two of humor or a trivia tidbit is warranted and is both tasteful and intelligent it may well bolster respect for and confidence in your company as an trade leader.
Secondly, and most importantly think about your callers. Ask yourself what frame of mind your callers may be in at the time they name your company. Perhaps they may have been "putting out fires" of their very own all day. Create simply the slightest diversion from the fast monitor they have been on and they'll relax a little.
Now, whenever you share your sales data with them they're certain to be more receptive, more more likely to take heed to what you're saying. And, consequently they're going to be more comfortable asking questions and conversing together with your salespeople. That feels like more sales, would not it?
Let's not get ridiculous. The humor and/or trivia in your messages need to support your merchandise, services and company values. If you stray off - either into the inappropriate, the offensive or simply get too disconnected - your messages will work in opposition to you. So be sure your on-hold message producer retains the promotion of your company picture at the core of the script.
The point is that there isn't any motive you'll be able to't deliver some critical communication about your merchandise while callers enjoy a brief, innocent escape from the usual pressures of the workday.
Have a reliable message-on-hold manufacturing company strive it as a combination, tossing in a humor or trivia section now and then. Or possibly even more. Perhaps your callers will begin to see your company as a refuge from the mundane or the stressful.
Do not worry. As I mentioned, if the humor/trivia is completed proper your callers won't solely continue to take your company severely, they're going to most likely discover the "human side" that so many shoppers feel is lacking, making them feel better about doing enterprise with you. And that might be a really good thing!
Tom Tramposh is the owner of Audio Benefit, which writes and produces SayItOnHold custom message-on-hold packages for companies nationwide. SayItOnHold blends artistic scripting, voice expertise, music and digital tools to help companies improve sales, improve buyer relations and enhance company image.
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