One of the beauties of a customized On Hold program is the ability to tell callers about products and services you offer that they may not know about. But be careful of trying to include everything you do in your On Hold program.
Remember when the Yankees beat the Phillies in the 2009 World Series? Joe Girardi opted for a three-man rotation, even though he mostly used a five-man rotation during the regular season. Part of his thinking was “why use my fourth or fifth best pitchers in the games that matter the most, against the best team in the other league.”
You can apply this concept to your On Hold program.
Sure, you can include 15 or 18 topics/messages. But unless you have extraordinarily long hold times like the phone company, cable company, tech support or notorious long hold queues, you don’t really need an extremely long program. In fact, more messages can actually dilute the effectiveness of the messages you do wish to feature. If your callers are on hold long enough to only hear one or two messages at a time, and you’ve got 15 messages in your program, how many messages are they NOT hearing? Or to put it another way, if you’ve got 15 messages, the odds are 15 to 1 that any message in particular is not being heard. Now, if you can identify your 6 or 8 most important topics, and just include messages on those topics, it’s 8 to 1 that your most important message is being heard. Better odds.
Not unlike using your three best starters in the World Series. Ask Charlie Manuel how his #4 starter did in Game 4.
Call us to talk about the most effective number of messages for your On Hold program.