Q: What are the benefits of using messages on hold over just playing music for clients I place on hold?
A: Having a client on-hold is not the ideal situation as there is a possibility they may hang-up and you’ll lose them as a customer. However research has shown that a greater number of people will remain on the line if you have an on-hold message. You also have a captive audience and this can be a golden opportunity to tell them more about your business. You can use this time to let them know about additional products and services they may not even know you offer, resulting in increased sales. Research has shown that people spend more money on things they learn about while listening to on-hold messages. You can inform customers of your hours of operation, location, website address or anything else; saving your receptionist or others from having to provide this information when their call is answered.
Q: Why not just play a radio station on the line?
A: Many people are unaware that it is not legal to re-broadcast a radio station’s signal over a telephone line. Anyone doing so is required by law to pay royalty fees for the artists performing the music. In addition, your customers might hear commercials from your competitors. Do you really want that?
Q: Can I make my own on-hold messages?
A: Yes you can. There are a variety of systems available for purchase that would allow you to make your own on-hold messages but it’s not as easy as it seems to do a good job of it. We have 40 plus years of experience in audio recording and use the highest quality digital production facilities, combined with professional script writing and most importantly, professional broadcast announcers. Our announcers have years of on-air experience and all are currently working in major market radio and television. They’ve been carefully selected because of their friendly and credible deliveries. All of these factors combined ensure your on-hold messages will be top-notch.
Q: What kind of messaging equipment is used and will it take up a lot of room?
A: We use state-of-the-art digital message players designed and produced in the U.S.A. by Nel-Tech Labs. These units are far superior to players that use cassette tapes because there are no moving parts or tapes to wear out. They can also be updated remotely, which means we can get new messages onto your system in a very short amount of time; often within minutes of receiving script revisions. Playback is continuous and is of the highest sound quality possible. Cassette style players can’t come close to the quality of a digital unit even when they’re brand new and cassette tapes deteriorate and lose sound quality after the very first play. The Messager USB Player from Nel-Tech Labs plays MP3 or WAV files. The player remains our property and our responsibility and so if there’s ever a problem with it, we’ll replace it at no charge to you. The player is smaller than a single telephone desk set and is mounted out of the way in your telephone room near the phone system main box.