The Benefits of On Hold Messaging

In today’s competitive landscape, businesses must use every tool at their disposal to get and retain customers. One such tool that is often overlooked is an effective on hold message for their phone system. Some businesses choose to just keep whatever music or message came standard with their phone system, thinking that they have more important things to do with their time than worry about what people hear when they call and are put on hold. This is a mistake, as there are several benefits of having on hold messaging that is customized toward the business and the needs of those calling in. 

Keeping People on the Line

People who are put on hold and hear nothing but silence get frustrated. Up to 70 percent of callers who are on hold with nothing in the background hang up in less than a minute, and 35 percent of those callers do not call back. These alarming numbers can mean a loss of both current and potential customers, as people who are frustrated or think your business hung up on them are not going to have a favorable view. In contrast, people on hold who are listening to information instead of silence stay on the line up the three minutes longer, giving your representatives more time to get on the line.


Marketing is one of the most important aspects of running a successful business, but it can also be very expensive. Creating a customized on hold message for your customers gives you another opportunity to market your business, one that costs a fraction of larger campaigns. On hold messaging is a chance to review special deals, explain new services, or provide general information that can help capture new business. it can also then lead to an immediate jump in sales, because when your representative gets on the line the information is still fresh in the caller’s mind.

Providing Information

There are questions that are common amongst both current and potential customers. Think of an on hold message like a FAQ page on a website. When people can quickly get the answers to their questions, they not only look more favorably upon your business for being helpful, they also may take the next step and make a purchase. An on hold message that provides basic information also frees up your line for customers who have other questions or want to make purchases, and leaves your agents available to deal with those customers.

Customizing your on hold message is a great way to keep your customers and potential customers engaged. Be sure to vary it once in a while, and make it long enough that people don’t hear the same thing over and over. Keeping people on the line can help your business grow.