Do You Really Need to Change Your Message?


One of the keys to having a great caller experience is to keep the On-Hold message current and up-to-date. So how do you do that? How do you know when to change it, how often to change it, and what to change? That depends on a number of factors. What is the profile of your caller? In other words, does he call in regularly, once a week, month, or year? Or does he interact with you heavily for a week, then not at all for a couple of months? How long is he On-Hold? What are the top three or four things callers ask about when they call in? Is there information that would really be helpful for them to hear?

These are some of the questions that you need to consider as you walk through the process of creating a complete On-Hold program.


It’s not just as simple as slapping a message on your phones, and checking that off the To-Do list. If you really want a powerful Caller Experience, it takes understanding your business, understanding your caller, and understanding how people think.



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