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How do I select a company to provide on-hold messaging services?

Home » Information Technology » On-hold Messaging » How do I select a company to provide on-hold messaging services?

When you begin shopping for an on-hold messaging vendor, keep in mind this guiding principle: Look for a reputable company that shows a keen interest and talent in developing systems that meet specific needs. Find out how long the company has been in business. Who are its major clients? Ask for references and demo tapes made for companies similar to yours.
Pricing models can vary greatly between vendors. Some companies operate with monthly service fees, some charge per-message fees that give you full ownership of the messages, while others choose to rent you the messages and equipment during the relationship.
Here are some important questions to address during your search:


  • How many messages will I need over the next 12 months? Some vendors offer discounts for larger message packages. But be wary of seemingly enticing “unlimited message” contracts—your company may only need to update your scripts a few times per year. Crunch the numbers to figure out who is calling you, and how often, so you know how many messages you’ll need.
  • What do terms such as message and production mean to each vendor? It pays to learn if 10 “messages” are 10 paragraphs or 10 five-minute productions that include music and voice-overs.
  • Will the voice-overs be as good as the ones on the demo tape? Watch out for the old bait and switch racket. Make sure the same high-quality talent used in the demos will be used in your productions.
  • Will scripts be developed that are specific and meaningful to my business and customers? Don’t let a vendor pad your messages with empty, multipurpose customer service phrases. Insist on informative scripts that meet your business goals.
  • Is the vendor guaranteeing satisfaction before and after the sale? Make sure you dictate what kind of relationship you expect before and after negotiation. Do you want a no-obligation trial tape before you sign? Do you need quick turnarounds on new messages? Is there a technical support person available around the clock? Is there a warranty on rented equipment?



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