How Long Should an On Hold Message Be?

When it comes to messages on hold, many businesses underestimate the importance of their duration. An effective on hold message can engage callers, reduce perceived wait times, and convey professionalism. However, if the message is too long or poorly timed, it can frustrate customers and damage the caller’s experience. So, how long should an on hold message be? This article explores the ideal length and best practices when creating on hold messages to boost customer satisfaction.

Why Do Messages on Hold Matter?

Before diving into the duration, it’s important to understand why messages on hold are a crucial part of customer interaction. When customers are placed on hold, they often feel uncertain about the wait time and what to expect next. A well-crafted message provides reassurance and offers useful information, making the wait feel shorter and less frustrating.

In Australia’s competitive business environment, utilising messages on hold smartly can improve brand perception. Whether it’s a simple “thank you for your patience” or a more detailed informational message about products or services, these messages play a vital role in customer retention and satisfaction.

Optimal Duration for Messages on Hold

15 to 30 Seconds Per Loop

A professional guideline for messages on hold suggests that each recorded message should ideally last between 15 to 30 seconds. This length strikes a balance between providing meaningful content and keeping the listener’s attention. Any longer, and callers risk tuning out or becoming annoyed.

After the message finishes, the recording typically loops again until the call is answered. This repetitive cycle means the total hold time might be longer, but callers will only hear a short, clear message each time. Keeping the message concise encourages customers to stay on the line without feeling overwhelmed.

Total Hold Time Considerations

While each message loop is short, the total time a caller spends on hold may vary from a few seconds to several minutes. Businesses should be aware that messages on hold should avoid extensive monologues. Instead, consider breaking longer content into smaller segments that rotate every 60 to 90 seconds, keeping the experience fresh and less monotonous.

What Content Should Be Included in Messages on Hold?

Besides timing, the content of your messages on hold is essential to maintain caller engagement.

Acknowledge the Wait

Start by thanking the caller for their patience and acknowledge they are on hold. Simple statements like “Thank you for holding. Your call is very important to us” are courteous and reassuring.

Provide Useful Information

Use the hold time to share useful tidbits relevant to your business—such as current promotions, new products, or upcoming events. This helps turn hold time into an opportunity to advertise or inform without sounding pushy.

Keep the Tone Friendly and Professional

The tone of the message should be warm and professional. Avoid robotic or overly scripted phrasing that might detract from the caller’s experience.

Technical Tips for Effective Messages on Hold

Quality is Key

Ensure your recording is clear, free of background noise, and uses good equipment. Poor audio quality can frustrate callers and reduce the effectiveness of the message.

Use Music Wisely

Most on hold messages intersperse spoken content with soft instrumental music to keep callers relaxed. Be mindful to choose music that is unobtrusive and compliant with copyright laws in Australia.

Final Thoughts

In conclusion, messages on hold should be kept between 15 and 30 seconds per loop, providing concise, valuable, and engaging content to callers. Overly long or repetitive messages can drive callers to hang up, negatively impacting customer experience and business reputation. By thoughtfully crafting your on hold messages with the right duration and content, you can enhance customer interactions, making hold times feel shorter and supporting your brand’s professionalism.

By paying close attention to the length and quality of your messages on hold, your business can turn an often frustrating wait into a positive customer service moment.