F.A.Q. & Support

Upon submitting your Voice Mail Form (sent to you after making your purchase), you will receive your audio file(s) within 5-7 business days. If at that time, you wish to make changes to your original script, the fees are as follows:

• $50 for On-Hold Message edits
• $15 for 100 Word Script edits
• $10 for 50 Word Script edits

We encourage you to take the time necessary to make sure you are happy with your script before you first submit it.

The content of your Promotion On Hold can become outdated or stale if used over a long period of time. In order to keep your customers engaged and up to date with your current promotions, we recommend refreshing your Promotions on Hold every 3-4 months. Many customers prefer to update their greetings and promotions during the holidays, in order to reflect seasonal promotions or holiday hours.

No, our background Music on Hold is royalty free, which means no additional licensing fees are passed on to you.

We can supply you with either a .WAV or .MP3 file, and you will be able to choose that option when you fill out the Voice Mail Form (sent to you after making your purchase). If you need a different file format, please feel free to contact us and we'll try our best to accomodate you.

Note to NEC DSX System Owners: If you have an NEC DSX Phone System and plan to load your Voice Mail file directly on to your system, choose .WAV Format.

Not necessarily, your on-hold message is played continuously, meaning callers will hear a different part of the message each time they are placed on hold.

• When writing the script for your Main Greeting, approach it as if you were the caller. It's usually not a good place or time to sell your products or promotions, and you'll want to be as be clear and concise as possible.


• As you list the prompts, (ie. press 1 for... press 2 for...) the number to press should come after the description.


• "Please Press 2 to speak with a customer support representative." Can more effectively be shortened to- "For customer support, press 2".


• Everyone appreciates politeness, however the word "Please" is unnecessary on every option. By saying it once in the beginning and once at the end, you're being polite... however anything more can be time consuming and even annoying.


• "If you know your party's extension, you can enter it at any time" should be said early on in the script. Letting your caller know they can move on at any time they want.

On hold Message 1 - Get off on the right foot, … Let the caller know where they are and be courteous.

Thank you for calling XYZ Company, one of our representatives will be with you shortly.

Note about your music: The volume of your music will be slightly lowered behind the promotion, and then raised again for 10 seconds in between each message

On hold message 2 - At this point, you're 30 seconds into keeping your caller on hold, so give them something to think about…

"Choosing the right company to buy from is an important decision. For over 20 Years the XYZ Company has built a reputation on honesty, experience, expert tech support and customer service, as well as the best prices available online. Please continue to hold and a representative we'll be with your shortly."

On Hold Message 3 - What do your callers not know about you?

"Did you know that we now offer....?"

 

On Hold Message 4, 5 & 6- Use the rest of the wait time to your advantage; let callers know about your other services, products, seasonal promotions, offers, industry news

You may also wish to alternate between promotional messages and "thank you for holding messages" such as:

Thank you for continuing to hold, your patience is appreciated. Please continue to hold and we will be with you shortly.

You can mix-and-match your 3 general delivery mailboxes any way you want to best suit your needs.

• Example 1: (1) Day Greeting, (1) Night Greeting & (1) Department Group (ie. Sales, Customer service).
• Example 2: (1) Day Greeting, (1) Night Greeting & (1) Emergency After Hours Mailbox.
• Example 3: (1) 24/7 Greeting, (1) Department Group & (1) Directions Message.
• Example 4: (1) 24/7 Greeting, (1) Department Group & (1) General Delivery Maibox.