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Common Myths and Misconceptions about Messages on Hold

2 July 2024


These days companies are passionate about improving the customer experience and are always looking for better ways to streamline operations. One often overlooked aspect of customer service is the use of messages on hold.

Despite the potential benefits of up-to-date marketing content, on-hold messages are surrounded by many myths and misconceptions. In this blog, we’ll explore and dispel these common myths, and shed some light on the true value of this simple yet powerful marketing tool that can be used both in-queue and while waiting on hold.

Dispelling the Misbelief that Customers Don’t Like Being Put on Hold

One of the most common beliefs in business is that customers really dislike being placed on hold by a company.  While no one enjoys waiting, the reality is that hold time can be a valuable opportunity to engage with customers. When done right, messages on hold can turn an otherwise frustrated caller into a positive experience for them

Imagine calling a business and being greeted with a robotic voice, silence or monotonous low-grade music. Now, contrast that with an engaging message that provides useful information about products, services, or even helpful tips mixed to modern contemporary music genres. Most customers appreciate being informed and entertained while they wait; it shows that the business values a customer’s time and is making an effort to keep them well informed.

Addressing Concerns about Cost and Implementation

Another common misconception is when a business implements a professional on-hold messaging system, it’s often complicated and costly. While there is an investment involved, the cost is often outweighed by the benefits. We offer tailored solutions, which will fit various budgets and requirements.

The implementation process is usually straightforward. Most providers offer easy-to-install systems and provide support throughout the setup process. By partnering with a reputable provider, businesses can ensure a smooth transition and start reaping the benefits of on-hold messaging without a significant upfront investment.

Clarifying the Impact of Hold Time on Customer Satisfaction

Many believe that hold times on the phone can negatively impact customer satisfaction. While long hold times can be frustrating, the key is how that time is utilised. Effective messages on hold has been proven to actually enhance the customer experience by providing useful information, promoting new services, or sharing company news.

Also, studies show that customers are more willing to wait if they feel engaged and informed by listening to a professional brand voice. By transforming hold time into a valuable communication channel, businesses can mitigate the negative impact of waiting and improve overall customer satisfaction.

Debunking Claims that On-Hold Messages are Ineffective

There is a myth that on-hold messages are ineffective and go unnoticed by customers. However, research and real-world experiences suggest otherwise. Informative messages on hold can capture the listener’s attention and will leave a lasting impression.

Effective messages are concise, relevant, and professionally produced. They can inform customers about special promotions, direct them to online resources, or provide answers to frequently asked questions. When customers receive valuable information during their wait, they are more likely to have a positive perception of the business.

Educating Businesses on the Benefits and Necessity of Messages on Hold

Despite the myths, the benefits of messages on hold are numerous. Here are a few key advantages:

  1. Enhanced Customer Experience: Messages on hold can make waiting time more pleasant and informative, leading to a better overall customer experience.
  2. Reduced Perceived Wait Time: Engaging messages can make the wait feel shorter, reducing the frustration associated with hold times.
  3. Increased Customer Retention: By keeping customers informed and engaged, businesses can increase loyalty and retention.
  4. Brand Image and Professionalism: Professionally produced messages on hold reflect well on the business, reinforcing its brand image and demonstrating a commitment to quality.
  5. Promotional Opportunities: On-hold messages provide a platform to promote new products, services, or special offers directly to customers.


Messages on hold are a powerful tool that, when used correctly, can greatly enhance customer experience and satisfaction. Dispelling the myths and misconceptions surrounding them is crucial for businesses to fully leverage their potential. By understanding the true benefits and investing in professional on-hold messaging, businesses can turn hold time into a valuable asset, creating a positive and engaging experience for their customers.

McGirvanmedia  is the largest message on Hold, music on hold, and IVR voice telephony supplier on Australia’s East Coast.    We supply our Message on Hold and IVR Service to many clients worldwide. Our clients know the importance of credible marketing messages and our professional voices all do an incredible job of representing your brand.  Leave all the work to us –   from writing first drafts to ensuring clarity and checks once your audio is live.  You can be rest assured you’re in good hands when we work together. If you’re ready to get started, just email us at enquiries@mcgirvanmedia.com.au or call 1800 777 428 to speak to one of our audio experts.

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