What's in a Script?

So…you’re ready to take your business to the next level with a custom Message On Hold production–great!  And you’re feeling bold enough to write your own custom script–also great!

Most people, with a little effort, can come up with a passable Message On Hold script.  But there are some things to keep in mind to make sure your script goes from merely passable to effective and compelling.  (By the way, if you decide you’d rather provide us with some info and have one of our experts create a script for you, we’re happy to do that, too.  Just visit our Purchase page and choose the “Message On Hold, Complete, With Scriptwriting” option.  Not only does this take the pressure off you, but we think you’ll find our service pricing can’t be beat anywhere!)

Here are some important elements of a good Message On Hold script:

No one likes to be on hold.  It’s frustrating and annoying, and callers want to get to a live person as quickly as possible.  The fact that the caller is making a sacrifice by holding should be acknowledged and appreciated.

But don’t apologize for placing the caller on hold.  Why not?  Because, by saying “I’m sorry we’re putting you on hold,” this emphasizes that (1) they’re having a negative experience; (2) YOU are the reason they’re having a negative experience, and (3) you are somehow incapable of providing them with a better experience.

Instead, thank the caller for holding.  This indicates that you are aware they’re on hold and that you appreciate it and are not taking it for granted.  By combining this with an assurance that you will be on the line as quickly as possible, you can encourage the caller that you find it important to talk with them to provide a solution to their needs.

How often you thank the caller for holding is up to you.  Some think that it should be added to the end of each paragraph, while others feel it’s more appropriate to do it every other paragraph or less frequently.  This decision may depend in part on your audience as well as the pace of the Message On Hold.

When thanking the caller for holding, do it in several different ways so that it doesn’t feel too repetitive.  Here are some examples of phrases you might use:

  • “Thank you for holding.  We appreciate your patience, and we will be with you shortly.”
  • “We know your time is valuable, and we look forward to speaking with you very soon.”
  • “Thank you for calling [company name]. We appreciate your interest, and we’ll be with you in just a moment.”
  • “Thanks for holding. Please, stay on the line, and one of our industry experts will answer your call momentarily.”
  • “Thank you for your patience as we experience higher-than-normal call volume. We will be with you just as soon as possible.”
  • “Thank you for reaching out to us today.  Please, stay on the line.  Assistance is just a moment away!”
  • “Thank you for continuing to hold.  Your satisfaction is our top priority, and we look forward to giving you personalized attention when we return to the line shortly.”

Nothing will  make a caller’s eyes glaze over faster than if you drone on and on.  Each paragraph in your script will be separated by music, so you will want to keep your paragraphs short and sweet.  You certainly want to keep paragraphs less than 100 words each, and in most cases no more than 30-50 words is a good idea.

People aren’t calling you because they want to hear you list off all of your products and services.  True, you do want to let them know about products and services that they may not know about, as one of your goals is to increase sales; but it should be communicated in such a way that they feel you are talking about them primarily rather than you.  In other words, how will your product benefit them?

Let’s take an example.  Consider this paragraph:

ABC Pool Company is pleased to offer a variety of services, from water quality testing and pH balancing, to regular pool cleaning, to maintenance such as filter cleaning and pool light replacement, to repairs, whether large or small. We are proud of our unique, affordable monthly service plans.

OK, it’s not…horrible.  But simply giving the caller a laundry list of what you offer isn’t exactly riveting, either.  Let’s try a rewrite:

With the scorching heat upon us, are you ready to be a hero?  Let us help you keep your pool in tip-top shape, and you and your family will enjoy cool, sparkling water all summer long.  Our full suite of maintenance services and well-priced monthly plans take all the hassles out of pool care, so you can spend your free time relaxing in the sun!

See how that’s better, more engaging?

If a caller perceives that you offer roughly the same products or services as other companies, at roughly the same level of service (and let’s face it, you’re not exactly starting things off on the right foot by putting them on hold, are you?), then their decision will usually come down to who has the best price.  This isn’t always a bad thing, if that’s what you want to compete on.  But one of the best ways to ensure that a caller is interested in your company is to let them know how you are different from (and better than) your competition.

What do you do as a company that’s different from most or all of your competitors?  Why does that make you better?  Tell the caller that, and you will have their interest.

Let’s face it, being on hold is boring.  Many callers tend to tune out completely, unless they’re presented with information that’s useful, interesting, or entertaining.  So, interest them!  Entertain them!

Being in the industry you’re in, you are the best positioned to know what things are interesting and/or quirky.  It may be a lesser-known fact about your company, something not commonly known about your industry, or historical trivia about your products and/or services.  Try to get them to forget that they’re annoyed with you for placing them on hold.

Ideally, you’ll want a total of 10-15 different messages for your Message On Hold production.  Here are some topic ideas:

  • General information about your company. Hours and days of operation, fax number, web site address, physical address, and/or directions.
  • Info about products or services that you’re excited about. Describe your product or service. How is it different from the competition, and how will it make their life better?  It’s usually better to focus on a specific product or service, rather than giving a whole laundry list of what your company offers.
  • Bragging Rights. What is something (or more than one thing) that you are proud of as a company? For example, how long you have been in business, or have you won any special industry awards? Do you have any large, well-known clients?
  • Company specials or sales. Do you have any specials or promotions going on that you would like the caller to know about?
  • Season-specific. Are there any season-specific events your organization is either hosting or participating in? Do you have special seasonal hours/days of operation? Will you be closed on certain special days such as holidays? Are there any special deadlines that your caller should know about?
  • Company News. Is there anything noteworthy that’s happened in your organization? A change of hours or address? A change in key personnel? A change in procedure? Something exciting that happened?
  • Frequently-Asked Questions. Are there any questions you constantly get asked that you would like to provide the answer to in your Message On Hold?

 

Good luck!  Oh, and just a reminder in case you’re not the best at spelling, grammar or sentence flow: this is our cup of tea, and if you’ve purchased a Message On Hold production from us, we’re happy to proofread your script and provide corrections and/or suggestions.  Or, we’ll write a script for you, at no extra charge.

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Message On Hold Prompts Text

  • Thank you for calling [Company Name]!  Please stay on the line, and we'll be with you soon.
  • At [Company Name], customer service is our number one priority.  We look forward to speaking with you shortly.
  • [Company Name] has been proudly serving our customers since [Year Established].  You can count on our experience!
  • When people want the best, they know where to go.  No one has more experience in the industry than [Company Name].
  • Thank you for your patience.  Feel free to ask us about our current specials when we return to the line shortly.
  • Thanks for calling [Company Name].  We know your time is valuable, and we look forward to speaking with you momentarily.
  • We are experiencing higher-than-normal call volume.  Please, stay on the line, and we'll be with you as soon as possible.
  • We're proud of our history of high customer satisfaction. When you call [Company Name], you can be assured that we'll take the time to understand your needs and provide you with the right solution.
  • [Company Name] would like to wish you all the best this holiday season, and a bright new beginning in the upcoming year.
  • At [Company Name], we take the time to listen carefully to each of our client's needs.  We look forward to providing you with personalized attention.
  • Why settle for second-best?  With [Company Name], you can rest easy knowing that the job will be done right the first time, at a price you can afford.  Thanks for holding.  We'll be with you in just a moment.
  • At [Company Name], we're so confident you'll love us, we back it with a money-back guarantee.  Ask us more about it when we return to the line.
  • At [Company Name], our prices can't be beat!  We've been providing the best value at the lowest price since [Year Established].
  • When you want the best selection and variety, you can turn to [Customer Name].  With our large catalog of products, we are sure to satisfy almost any need.
  • Do you need a custom solution?  Let us know how we can help!  Our flexibility is second-to-none.
  • Are you worried about large or unexpected charges?  Ask us about our service plans.  At [Company Name], we offer predictable monthly payment plans that won't break the bank!
  • Thanks for holding while we experience a high call volume.  Calls are answered in the order received.  Please, stay on the line, and we will be with you just as soon as possible.
  • Need your order in a hurry? [Company Name] provides some of the fastest turnaround times in the industry.  For that true rush job, ask us about our expedited options.
  • 'Tis the season to save a bundle!  We've lined up some amazing deals that won't leave you out in the cold!