Hold Messaging

Hold messaging is the ability to play some targeted messages to customers whilst they listen to some great music waiting to be connected to a call centre agent.

The hold messaging can be set to play at certain thresholds on repeat, or play different messages depending on the length of the hold time.

You know “your call really is important to us”.”

Some ideas for Hold Messaging

One particularly great idea is to tell customers more about the products and services you sell while they wait.

Except if they are ringing to make a complaint about it!

Nothing better than hearing a promotion for the exact same product you are actually ringing to complain about…

I’ve also heard some good examples of Hold Messaging used to:

  • Remind customers what to have ready when being connected to an agent.
  • Encourage the customer to ask something e.g. ‘Ask our friendly team about the special promotion we have running on X’.

Where is Hold Messaging controlled?

Hold messaging is normally configured in a call centre Automatic Call Distributor (ACD). It’s here where you can determine what message to play to what queue, for what length of time, number of loops etc.

Where do you get Hold Messaging recorded?

Most call centre ACD systems enable you to upload a file, normally in .wav format so it’s relatively easy to achieve.

Some call centres choose to find in-house talent to record their messages and there are also businesses that specialise in recording professional on-hold messaging that you can find in the free CX Directory >>>

Upcoming Industry Events:


Chief Customer Officer Online ANZ

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Budgets have been cut and CX professionals are expected to stay ahead of the curve and generally do more with less. Join Australia and New Zealand's leading CX experts as we discuss what's next in CX over for three FREE days of insights at CCO Online A/NZ!

Customer Service ‘Excellence’ – October 2020

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The October 2020 Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments. The course is facilitated by global contact centre expert Daniel Ord over 4 x 4-hour sessions via ZOOM.

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Given the challenges with COVID, this year the Auscontact 2020 National Conference will be virtual with a guest panel sharing their learnings and insights and Auscontact's new Research partner will present the findings from the latest Consumer CX Insights report.

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