On Hold Message FAQS

Over 80% of all business calls are placed on hold, either at some point during the conversation or when a caller is first waiting to speak to a representative. An on hold message is any recording that plays while the caller is waiting -- whether it's a radio program, a selection of music, or a professional, personalized company message. At Sonic Temple Recording, we believe that an effective on hold message informs, entertains, and makes the caller feel appreciated. A unique communication channel, an on hold message can be used to promote products and services to a captive audience, provide company information, and generally enhance the image of the company. Our on hold message productions combine music and sound effects with a creative scripted company messages recorded by professional, engaging voice talent. Using specialized recording techniques, our telephone audio productions provide the highest quality sound achievable on phone lines.

An on hold message package is the final mixed audio production that you would hear on hold. It consists of the selected background music, sound effects, and a playlist of several creative customized promotional messages that continuously repeat. The length of an on hold program is typically six minutes in length from beginning to end before it repeats. The length of the on hold program will vary depending on needs and how long and how many messages are contained in the program. An on hold message is a method of transmitting messages over your business phone lines to callers on hold. In order to do this, you need both production services to create your audio message and playback equipment connected to your phone system to deliver the audio.

Our clients tell us that their callers often ask about products and services that they hear about on hold, which in turn, creates additional revenue. They also say that sometimes callers will ask to be placed on hold so that they can hear the rest of the message, which means that callers are listening intently while waiting for assistance. Consistently, our clients tell us that the return on investment is evident, and that it is one of the best investments that they make in marketing.

Because you’re on hold message is being delivered to the very best audiences a business could ever hope to have: prospects who choose to call you, and customers who choose to call you again! You can use this captive audience, not available in other media, to build brand awareness, and for direct response marketing. Multiple studies have supported that a on hold message is one of the most effective forms of advertising there is; even outperforming other more expensive media like TV, radio and print. Nowhere else will you find a more targeted and captive audience that you can reach for such a reasonable cost compared to other media purchases? And don't overlook that on hold messaging is also a potent sales tool to up sell your existing customers! It costs five to seven times as much money to get new leads as it does to sell to your existing customers (AMA Handbook For Managing Business To Business Marketing Communications, 1997). In fact, up to 65% of typical business revenue comes from patronage by regular customers (American Management Association study). Not only that, according to a landmark study done by the National Retail Merchants Association, for every $100 of anticipated sales there could be another $30 of unanticipated sales if your customers are aware of your other products, services, and special offers.

Numerous market studies have confirmed that on hold messaging is one of the most effective forms of advertising available. Callers stay on the line up to 25% longer when provided with On Hold Messaging versus "dead air" or "background music," and up to 17% longer than radio. - Infomax, Inc. 88% of callers surveyed want to hear product information on-hold and will stay on the line longer if provided with this information - roughly 20% said that they have purchased additional products based on information they heard while on-hold - SALES & MARKETING MANAGEMENT. Jefferson Denneandrus, a research firm, found when callers were presented with on hold messaging versus silence or a radio commercial they would stay on hold longer, they were more likely to exhibit interest in the product advertised, they were more likely to retain information, and they were less agitated. 88% of callers preferred on hold messages to other hold options, and 16 - 20% made a purchase based on an on-hold offer - Stan Rapp and Tom Collins of MAXIMARKETING.

Look at it this way, a 30 second spot of advertising during the Super Bowl runs into millions of dollars. If your average caller is placed on hold for 30 to 60 seconds, it’s like having a free chance to advertise. Why waste the opportunity? Think of your on hold message system as a tactical marketing tool, just like direct mail, print ads, web sites, or sales scripts. These are tools used to communicate information about your business that educate your callers about how you are different, more innovative, and better than any of your competitors. Frankly, if all the benefits don't persuade you to use an on hold service then some careful thought and analysis of your alternatives will certainly convince you otherwise.

No, all on hold messages are purchased on a project by project basis.

USA Business Telephone Today conducted a survey to determine the effects of putting people on hold. The callers surveyed were routine callers seeking information from the USA Business Telephone Today Center in Washington, D.C. A total of 30,000 callers were placed on hold for one minute under various conditions. After that, each call was answered with the same question: "Thank you for waiting. Would you mind telling me how long you had to wait ‘on-hold’"? Calls on hold with silence (10,000 callers) 52 percent of callers terminated the call. 27 percent estimated their wait at more than 5 minutes. 18 percent estimated it to be more than 3 minutes. Calls on hold with music (10,000 callers) 13 percent of callers terminated the call. 3 percent estimated their hold time to be more than 1 minute. 56 percent of callers estimated their hold time to be less than 1 minute. Calls on hold with information (10,000 callers) 2 percent of callers terminated the call. 1 percent of callers estimated their hold time to be more than 1 minute. 81 percent of callers estimated their hold time to be less than 1 minute.

How professional a business sounds over the phone is a direct reflection on how successful it'll become. Maintaining a positive public image is crucial as new business is negotiated—as well as through the continuing service of existing customers. Don't forget, your customers are your competitors target prospects! Time callers spend on-hold presents an excellent branding and marketing opportunity. It sets the tone of all inbound calls, and steers the perception these callers will receive, reminding them of the reasons why they chose to call your business in the first place. A on hold message is a powerful "point-of-purchase" advertising medium that's easy to use, cost-effective, perfectly targeted, and for 25-years, a proven response generator! Using on hold message helps maintain a positive public image, creates brand consistency over the phone, relaxes complaining callers, and gently recommends additional products and services.

What Sonic Temple Recording offers is a bit different than what you typically find. We don't lock you into a contract. There are no expirations or time limitations to deal with. We operate on 3 to 10 day turnarounds for quality productions. Your 100% satisfaction guaranteed. You may choose male and/or female voices. We use properly licensed music. Sonic Temple Recording is dedicated customer service. Sonic Temple Recording increases caller retention and reduces hang-ups with custom branding on hold messages with fully licensed music and sound effects for small and medium sized businesses.

Our primary goal is to make you a satisfied client, so we will do whatever we can to ensure your satisfaction.

Many of our clients prefer to let us do the “driving,” so to speak. Our clients are primarily among the most successful in their field or profession, and most of them prefer to let us do the work so that they can focus on their many other responsibilities. Once we have established a foundation and understanding of how you want to present your image, it is an easy transition for us to take the raw data or the focus of your marketing, and bring it to life through your on hold messaging. There are some clients who prefer to write their own messages, and take a more “hands on” approach. We are happy to work with you in whatever way is most comfortable for you. It is up to you; we can “drive,” or we can simply “put the fuel in the car.”

Here at Sonic Temple Recording, we believe that customization is the key! Your messages are often the first representations of your image, and therefore should be one of the most professional. If someone calls your place of business, and the first thing they hear is, “could you hold please,” you want to make sure that the next thing they hear is a pleasant, professional message that is marketing your best image. So, customization is the key. Tell those callers what sets your business or practice apart, whether it’s your mission or your products and services. It is a teaching opportunity you don’t want to miss.

In some cases, part of the cost of your on hold message service may be reimbursed by your suppliers in the form of co-op advertising dollars. You should contact your supplier directly to inquire about this. Most likely, they will want final approval of your message. Most vendors provide pre-approved messages to be used in your program. We will work with you to ensure that you can maximize any co-op dollars for your program.

On a six-minute production, the industry standard, we recommend five to six 20 to 30 second messages with short music intervals in between. Keeping the messages brief allows the listener to hear the communication, without tuning it out. Then, the music interval provides an oasis before the next message is broadcast, keeping your callers attuned to your message. This is the most effective format in on hold marketing. If you require a longer production, the format remains the same, but is spread over a longer time, according to your on hold time needs.

Yes, the messages play in a continuous “loop” and callers join in to hear the current message playing to the on hold queue. The length of the loop depends on how long your production is. The industry standard is six minutes. The messages are written and designed to be brief, about 20 to 30 seconds, with an appreciative greeting and location identification within each message.

An extensive music library is available. Selections range from blues to country, jazz to swing and Bach to rock! There is an almost endless supply of music available to enhance your organization’s image, including a variety of specialty and holiday selections. Plus we have available an array of sound effects that can be used in the message.

Not likely. The digital repeaters that broadcast the on hold audio recordings play the audio signal in a continuous loop. Callers placed on hold will be hearing whatever messages happen to be playing at that point in time. However once on hold they will hear the messages consecutively in the order they are recorded in the audio program. Generally, callers will hear a different part of the message program each time they are placed on hold. And all callers who are on hold will be hearing the same messages at the same time.

Yes. Sonic Temple Recording offers packages designed specifically for businesses with multiple locations. First we produce a message template that will play throughout the company, then, in addition, we will create location specific messages that will play at each of the individual offices (including address, phone number, hours of operation, etc.).

If, for whatever reason, you find that a change is necessary after you have given us your final approval, please call us as soon as possible, so that we can try to catch it before it is voiced, mixed, and shipped. If it has not been sent to a production, we can make the change prior to any charges being accrued. If it has already been voiced, we would simply charge a nominal fee for a redo.

We will need to know your preference before your first script is sent to production. We have samples on our website for you to peruse. However, many clients prefer that we make suggestions for them.

No. Unless, of course, if you own the rights. All of Sonic Temple Recording music selections are pre-licensed and royalty-free.

Yes, if you have the rights to your radio jingle. We can help you incorporate it into your on hold production in a manner that would help you continue to build brand recognition for your business.

Yes. If you have a company spokesperson, you are more than welcome to use him/her in your audio recordings. We will not charge for the Voice over talent, however we will charge for regular studio fee for the recording time.

Yes. To listen to samples of our current library of voice talent, click on the Voices page at any time. Choose the voice (or voices) that you feel reflect your company best, or give us a set of guidelines (male/female, nationality, etc.) and we'll help you make your selection.

Sonic Temple Recording can record your audio production in any language you require. If the required language is not represented in our current library of voice talent, we will cast a voice talent specifically for your production based on your exact specifications.

Sure. We have had great success with some businesses who prefer to record some messages themselves. We have also used the voices of their customers as audio testimonials on their on hold systems.

Sonic Temple Recording can record your audio production in any language you require. If the required language is not represented in our current library of voice talent, we will cast a voice talent specifically for your production based on your exact specifications.

We will save the production onto CD and send it by Fed Ex, UPS or U.S. Mail.

CD, wave file

Yes. A cassette tape option is available at no extra charge.

You’ve probably heard the saying, “variety is the spice of life.” There is truth in this old saying, especially when you are placed on hold. You want to hear something new and fresh, not something you have heard many times before. Keeping your productions fresh, not stale, is very important. It keeps your listeners listening, and your callers holding patiently. Updating your productions on a regular basis, whether it is 12 times a year or at least 2 times a year, depending on how often you answer to repeat callers, is the variety that will keep them interested in your spice.

After the script has been finalized and approved, you can expect your on hold message audio production to be completed and delivered in three to ten business days.

Our telephone audio productions are recorded and mixed in our state-of-the-art digital sound studio by experienced and industry-renowned sound engineers. After recording the voice talent, our engineers adjust the frequencies to the mono-signal specific to telephone lines, thus enabling maximum sound fidelity for your callers.

Yes. Sonic Temple Recording can provide professional audio productions for all of your phone lines, including home phones and cell phones.

We have one method for making payments. We will send you an invoice by mail and accept checks for payment.

No not at this time. Sonic Temple Recording will accept checks.

"Voicemail" is a computerized system for answering or directing telephone calls and for permitting callers to leave a recorded message for their intended party. Sonic Temple Recording produces all of the audio recordings for a voicemail system, including the auto-attendant for presenting menu options to callers and greetings for individual phone extensions. Using professional voice talent and specialized recording techniques, Sonic Temple Recording produces telephone audio recordings of the highest quality.