Question 1

What should I include in an on-hold message?

Accepted Answer

A good on-hold message should include a thank-you for waiting, an estimated wait time, key services or offers your business provides, your website URL, and a reassuring closing. Keep it concise — 30 to 60 seconds is ideal.

Question 2

How long should an on-hold message be?

Accepted Answer

Most on-hold messages should be between 30 and 90 seconds. If callers are on hold longer, consider creating a loop of 2-3 messages with different content so they don't hear the same thing repeatedly.

Question 3

What are tips for recording a professional on-hold message?

Accepted Answer

Record in a quiet environment, speak at a steady pace, smile while reading (it affects your tone), and use a quality microphone. Consider hiring a professional voice talent for a polished result. Always play back and check for background noise.

Question 4

Can on-hold messages help reduce caller hang-ups?

Accepted Answer

They help, because silence makes a caller think the line has dropped. Telling them they are still in the queue, roughly how long the wait is, and what you can do for them gives them a reason to stay on. The surer fix is to not put them on hold at all: have the call answered straight away, the message taken, and the message sent to you as a text.

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