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How long should my on-hold messages be?
Home » Information Technology » On-hold Messaging » How long should my on-hold messages be?If the same customers call you on a regular basis, consider a longer message so they won’t be bored to tears. Longer messages are also more cost-effective to produce. This is where you should incorporate general company and product information. Quarterly message updates are sufficient for many organizations. If you need to update your messages frequently, shorter messages may be a smarter bet. For example, create shorter messages to highlight specific marketing initiatives.
Message length—and the time between messages—should reflect the average time your callers are on hold. The longer your hold time, the longer the message should be and the more music you’ll need between messages. Fifteen- to 30-second messages are a good starting point. If you really want to know how your message system works, poll your customers.
It’s time to update your messages when your:
- products or services change,
- you use your on-hold program to announce sales or special pricing,
- you conduct seasonal business, and
- when customers tell you they’ve memorized your on-hold scripts.
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