You’ve invested in on-hold messages for your business, great move. But how do you know they’re actually working the way you want them to? Too often, on-hold audio is treated as a “set and forget” feature. But to keep callers engaged and ensure your message still sounds fresh and relevant, it’s worth revisiting regularly.
At Image On Line, we help businesses not only create professional on-hold messaging, but also test and refine it over time. Here are some practical tips for reviewing your message and making sure it’s doing your brand justice.
1. Listen Like a Caller Would
Start by dialling into your phone system and listening to your current on-hold message from a caller’s perspective. What do you hear? How does it make you feel?
Is the message easy to understand? Is the tone on-brand? Does it provide helpful, up-to-date information? If something feels off or if it sounds stale, it probably needs a refresh.
Try this exercise regularly, especially if you haven’t listened to your own system in a while. You might be surprised at how much the experience has changed since it was first installed.
2. Ask for Team and Customer Feedback
Your staff hear feedback from customers all the time, and they’re a great source of insight. Ask your reception team or customer service reps what callers typically say about the hold time. Are they hanging up? Asking questions that were supposed to be answered in the message?
You can also invite direct customer feedback. Something as simple as, “Did you find the information while on hold helpful?” in a post-call survey or email can reveal valuable input.
When clients work with us at Image On Line, we often suggest using this feedback to inform future message updates and content.
3. Check for Outdated Information
It’s surprisingly common for businesses to leave outdated content in their on-hold messages, like old promotions, expired opening hours, or references to past events. These details may seem small, but they can damage trust and make your business seem inattentive.
Make a habit of reviewing your script every 3–6 months. Update any time you change:
- Opening hours
- Locations or contact details
- Service offerings
- Website URLs or social handles
- Seasonal campaigns
If you’re not sure what needs updating, our team is happy to review your existing message and suggest improvements.
4. Assess Voice, Tone, and Music
Your message content is important, but so is how it sounds. A great script can fall flat if the voiceover isn’t the right fit, or if the background music feels out of place.
Think about your brand voice. Does your current message match the tone you use online or in person? If you’ve rebranded or shifted your customer focus, it might be time to recast your voiceover talent or choose new music that better reflects your business personality.
Explore our voice-over samples and audio production services if you’re ready to make a change.
5. Test for Call Flow and Timing
Hold messages aren’t always played in isolation. If your message is part of a menu system or auto-attendant, it’s important to test how your full call flow feels. Are there awkward pauses? Are messages repeating too quickly or cutting off?
Test the entire caller journey, from when someone dials your number to when they speak to a staff member. Note how the on-hold message fits into the broader phone experience, and adjust timing or scripting as needed.
If you’re unsure how to map this out, our team can work with your phone provider to ensure a seamless, professional audio journey from start to finish.
6. Schedule Regular Reviews
Your business changes. So should your message. We recommend setting a reminder to review your on-hold audio every 3 to 6 months. Even if you don’t need a full rewrite, small tweaks, like updating seasonal info or changing the order of messages, can keep the content feeling fresh.
Need help managing updates? Our on-hold message packages include affordable update options, so you’re never stuck with outdated or irrelevant content.
Key Takeaways:
- Listen to your on-hold message regularly from the caller’s perspective to assess clarity, tone, and relevance, especially if you haven’t checked it in months.
- Gather team and customer feedback, and update outdated information like hours, promotions, or contact details to maintain credibility.
- Review voice, music, and timing every 3–6 months to ensure your on-hold messaging still reflects your brand and fits your current call flow.
Keep Your Message Working for You
On-hold audio is more than just a gap filler, it’s part of your customer experience and your brand. With regular reviews and a few small updates, your message can stay helpful, engaging, and on point all year round.
Not sure where to start? Contact the team at Image On Line and we’ll help you review, refresh, or completely revamp your on-hold messages, whatever your business needs.
