"Why have information messages for customers on hold?"
Telephone on-hold time is the perfect time to:
-
Educate callers about your products & services;
-
Introduce & promote special offers & new products;
-
Generate traffic to your company's web site;
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Enhance your company's image; and
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Decrease caller abandonment (hang-ups).
Every dollar you spend on advertising must produce results, and those results depend upon reaching your best prospects. The people who call your business are your best prospects!
When your customers and prospects call you to conduct business or get information,
you have a "captive" audience!
Eric Wylie Productions can help you create an on-hold message that will
get your current and potential customers asking questions and buying your
products and services!
"What does the research say about Messages On Hold?"
AT&T
An estimated 70% of business callers are put on-hold.
An estimated 60% of business callers put on-hold hang up.
An estimated 30% of these callers don't call back.
US West Communications
The use of Information On-Hold resulted in a...
- 40% increase in retention of callers on-hold
- 15% increase in inquiries
- 12% increase in requests for products and services mentioned on-hold
The North American Telecommunications
Association
-
Callers with silence
on-hold will hang up in less than one minute;
90% of those hang-ups happen within 40 seconds.
- Callers with music on-hold will stay on the line 30 seconds longer
compared to silence.
- Callers with information on-hold will stay on the line for up to 3
minutes longer.
"How do I make this work on my phone system?"
The Music and
Information On-Hold audio from Eric Wylie Productions will be
delivered to you either as a regular audio CD or as an audio file (on CD or
as a Web download). Please be advised that even industrial strength CD
players will fail over time. That's because they are machines with moving
parts. Also, most CD players must be re-started after a power outage.
We offer digital audio players here through the
On Hold
Web Store that offer reliable, continuous playback of your
on-hold message. Our players automatically restart following a power outage. Audio is
recorded to a memory chip inside the player, so there are no moving parts to
wear out during playback.
Traditional
Systems
If you have a traditional multi-line office phone system, there will be an
audio input jack labeled "Audio In," or "Music," or "MOH" on the system junction box (also known as a PBX or KSU box).
Digital Phone Systems
If you have a computer-based phone system, there will be an “on-hold”
audio file in the computer’s file directory. Simply place the audio file
provided to you by Eric Wylie Productions with the file name, type and
location information as provided by your phone system manufacturer.
"Why could using the radio or music CDs
on my phone
system result in fines and fees?"
Music must be licensed.
In order to play music on their radio and TV stations, broadcasters pay fees
to the major music licensing agencies (ASCAP & BMI). These agencies say that
when a radio is plugged into a telephone system, that phone system is
"re-broadcasting" the content, and the owner of the phone system would be
required to pay licensing fees to the agencies. This can cost
anywhere from a few hundred to several thousands of dollars. Businesses have
been levied fines by the music licensing agencies for placing radio station
content on their phone systems. Bottom line: don't plug the radio (or a CD
player with your favorite CD) into your phone system.
All of the music
available through Eric Wylie Productions is fully licensed. There are no
additional fees to pay.
Other considerations
In addition to the legalities of using the radio, what if your callers
don't like the style of music on the radio station you've chosen? What if
you're radio tuner has drifted off course, and you're playing static into
the ears of your customers and potential customers? What if a competing
business is advertising on the radio station you have tuned in? Your callers
would hear an advertisement for the competition! Don't let that happen to
you. Get a quality, personalized on-hold message from Eric Wylie
Productions!
"What can I include in my Message?"
-
Anything that builds confidence in your company, positions your business
in the minds of the listener and helps spark sales.
Some suggestions:
-
New products or
services
-
Special
capabilities or services
-
Special sales
events
-
Price reductions
and discounts – enhance existing advertising
-
On-Hold Coupons -
provide a special offer for those waiting on hold
-
Hours of operation
-
Location
information
-
Contact information
such as Website & Email addresses
-
After-hours contact
information
-
Awards or honors
-
Number of years in
business
"How often should I update my on-hold message?"
That's really up to you.
You're in the best position to make that determination. But the best advice
is to change it at least quarterly, or as often as you update your marketing
strategies, such as introducing a new product or service. Some businesses
change portions of their message every month. Many businesses
update their on-hold message during the month of December,
replacing the regular background music with holiday music and adding a few
"Happy Holidays" phrases to the script. Eric Wylie Productions can help you make updates
at any time. Just send
an e-mail or give Eric a call! Email:
eric@ewproductions.com
Toll Free: 1-877-808-0794
"I don't have time to write a script.
Can you
help me?"
Of course!
Eric Wylie's years of advertising and promotion experience includes a vast
amount of writing for many different formats, including on-hold messages.
Just send a business brochure or list of ideas you have, and Eric can create
a script for you to review and approve.
Contact Eric to get
the process started.
"I need a radio commercial for my business.
Do you do
that?"
Absolutely!
In addition to providing quality on-hold messages, Eric Wylie also produces
radio commercials and provides voiceover services to television stations and
ad agencies. Eric can help you create a great spot to help drive new
business to your door.
Just call or write!
Email:
eric@ewproductions.com
Toll Free: 1-877-808-0794
"I'm having a TV commercial made.
Could you record the
voiceover?"
Yes!
In addition to providing quality on-hold messages, Eric Wylie also produces
radio commercials and provides voiceover services to television stations and
ad agencies for TV commercials, business videos and interactive multimedia.
Call or write, or have your radio, TV, or ad agency contact
get in touch with
Eric.
Email:
eric@ewproductions.com
Toll Free: 1-877-808-0794
Toll
Free: 
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