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Business Advantages of Messages on Hold

3 June 2024


When we interact with customers, we always want to communicate effectively.  One often overlooked aspect of client liaison is the experience they have when they are on the phone waiting on hold. Effective, professional on-hold messaging is a key reminder that when new and existing customers are on hold, it can transform this waiting period into a valuable touchpoint, offering a range of benefits for businesses.

Let’s delve into the business advantages of a professional message on hold and explore how they streamline call flows, give more marketing opportunities, enhance customer service, save costs, and overall provide a competitive edge.

Streamlining Call Flow and Efficiency

Efficiency is the backbone of any successful business. Professional voice recordings play a crucial role in streamlining call flows, ensuring that customers are not left feeling frustrated during peak times. By implementing on-hold messages and voice announcements to provide information about expected wait times, alternative contact methods, or answers to frequently asked questions, businesses can manage caller expectations and reduce perceived wait times. This not only improves the overall customer experience but also allows representatives to handle calls more effectively.  They can focus on more complex enquiries rather than repetitive basic queries from customers.

Marketing and Upselling Opportunities

Every second a customer is on hold or in-queue, it’s a chance for businesses to market their products or services. On-hold messages can be strategically crafted to inform callers about new products, upcoming promotions, or special offers. This subtle form of marketing can interest and encourage callers to consider additional purchases. For instance, a customer calling to enquire about a service might hear about a complementary product they hadn’t even considered until hearing about it.  This can then lead to an upsell opportunity. By turning hold time into a marketing platform, businesses can drive additional revenue with minimum effort. 

Improved Customer Service with Hold Messaging

Customer service is imperative for any successful business, and professionally voiced messages will significantly enhance the Customer experience. When callers are kept informed and entertained while waiting, their frustration levels decrease, and their perception of the company improves. Effective and interesting content provides useful information, such as company updates, answers to common questions, or instructions for self-service options. This not only keeps customers engaged but also demonstrates that the business values their time. Enhanced customer satisfaction often leads to higher loyalty and positive word-of-mouth recommendations.

Cost Savings and Increased Revenue

Investing in a professional on-hold recording can lead to substantial cost savings and increased revenue. By addressing common questions and issues through on-hold messages, businesses can reduce the volume of calls that need direct interaction with customer service representatives. The reduced call handling time lowers operational costs and allows staff to focus on more value-added tasks. Moreover, the marketing opportunities presented by on-hold messages can boost sales and cross-selling efforts, contributing to the company’s bottom line. Over time, these incremental gains can lead to significant financial benefits.

Creating a Competitive Advantage in the Market

In a competitive business market, every advantage counts. Professional on-hold messaging can set a business apart from its competitors by committing to customer service and innovation. When customers hear engaging, informative messages when they are on hold, they’re more likely to view the company as professional, and with the authenticity of putting the customer first.  This positive perception can differentiate a business in a crowded marketplace, to attract and retain more customers. Additionally, businesses using on-hold messaging effectively often see improved customer retention rates, as satisfied customers are more likely to remain loyal and will continue to do business with the company.


There are many business advantages of using professional messages on hold in the workplace.  There is an improvement in call flow efficiency, marketing opportunities, customer service, cost savings, and competitive positioning. By investing in professional on-hold messaging, businesses can turn a typically frustrating experience into a valuable opportunity to engage with customers, enhance their satisfaction, and drive revenue. As the business landscape continues to evolve, those who harness the power of on-hold messaging will undoubtedly find themselves better equipped to meet the demands of their customers and succeed in the market.

McGirvanmedia assists their customers to incorporate on-hold messaging into your communication strategy – It’s not just about filling silence; it’s about creating a meaningful connection with your customers, even in the brief moments they spend waiting. This approach not only enhances the customer experience but also contributes to the overall success and growth of your business. We can use our real-world, industry experience to provide functional and creative recommendations to ensure you get the most out of our recordings.

McGirvanmedia is the largest message on Hold, music on hold, and IVR voice telephony supplier on Australia’s East Coast.  Our expert team of Voice artists are real people, who will be a professional and authentic representation of your brand. You can select one of our amazing professional voices via our audio library

Please email us at enquiries@mcgirvanmedia.com.au or call to speak to one of our experts on 1800 777 428.

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