Are you Missing a Trick? The Low Down on On-Hold Marketing

October 23, 2023

"We are currently experiencing a high volume of callers"

The average Brit spends up to 6.5 hours a year waiting on hold. 9.9% of called said they’d wait 5-10 minutes, while the same study found that nearly 60% of callers wouldn’t wait more than a minute on hold.

On-hold marketing, also known as on-hold messaging or on-hold advertising, is a marketing strategy that utilizes the time customers spend on hold during phone calls to promote products, services, or brand messages. When customers are placed on hold, instead of silence or generic music, on-hold marketing provides them with informative and engaging content.

This marketing technique serves as an excellent opportunity to capture customers’ attention and create a positive impression of the company. On-hold messages can include details about new products, ongoing promotions, upcoming events, or even general information about the organization. By providing valuable information during the wait time, businesses can keep customers engaged and interested, potentially leading to increased sales or improved customer satisfaction. This happened to me just the other day – I was waiting for ‘an agent’ and the on hold marketing answered my question and provided me with the reassurance that the company understood my situation in that instance.

On-hold marketing is particularly effective for businesses that receive a high volume of calls or have long wait times. It not only minimizes the perceived wait time but also utilizes the opportunity to inform customers about the brand, encouraging cross-selling and upselling opportunities.

When implementing on-hold marketing, it is essential to ensure that the messages are professionally recorded and aligned with the brand’s tone and voice. Regularly updating the content to keep it fresh and relevant is also crucial in maintaining the effectiveness of the on-hold marketing strategy. As we draw closer to the end of the year, including your holiday hours in your message can reduce frustration on the part of your customers.

Could your Business Benefit from NT Studio?

Overall, on-hold marketing can be a cost-effective and impactful way to turn idle hold time into a valuable marketing channel for businesses. NT Studio provides professionally recorded messages, menu prompts and on hold marketing for all industries. Contact us now to find out more: www.ntvoiceanddata.co.uk/home/information-on-hold/ or sales@ntvd.co.uk