Telephone On Hold Messages: How to Turn Waiting Time into Sales

Your callers are going to wait on hold. That's unavoidable in a busy business. The real question is what they hear while they wait. Telephone on hold messages turn that dead time into something useful: reassuring callers, answering their questions and telling them about products and services they may not know you offer.

This guide explains why telephone on hold messages work, what to say, how to write a good script, how to choose the right voice and how often to update your messages.

Why telephone on hold messages work

When callers hear silence, they assume they've been forgotten or disconnected, and many simply hang up. Every abandoned call is a potential customer who may never ring back. Professional on hold messages tell callers they're still connected and their call matters, which keeps more of them on the line.

There's a second benefit. A caller on hold is already interested in your business, and you have their full attention. Hold time is one of the few marketing channels where your audience can't scroll past. A well-written message can mention a new service, a seasonal offer or a reason to buy more, and many businesses find callers ask about the things they heard on hold.

On hold messages also make a business sound established and professional. A clear Australian voice with well-produced audio builds confidence, whether you're a small practice or a national company.

What to say on hold

The best on hold programs mix helpful information with gentle promotion. Here are the most effective types of messages.

Welcome and reassurance. Thank callers for their patience and let them know a team member will be with them shortly. This is the most important message and usually opens the program.

Products and services. Mention services callers may not know about. An accountant might mention bookkeeping or business advisory. A vet might mention dental checks or pet insurance.

Current offers and seasonal promotions. Promote specials, events or new arrivals. These are ideal for regular updates.

Answers to common questions. If callers often ask about opening hours, parking, booking online or what to bring to an appointment, answer it on hold. It can shorten calls and frees up your staff.

Website and social media. Point callers to your website, online booking system or social pages for more information.

Trust builders. Mention how long you've been in business, your accreditations or the areas you serve.

How to write a great on hold script

A good script sounds natural, gets to the point and respects the caller's time.

1. Keep each message short. One idea per message, ideally around 20 to 40 seconds. Callers may only hear one or two messages, so each one should stand on its own.
2. Write for the ear, not the page. Use short sentences and everyday language. Read the script aloud. If it sounds stiff, rewrite it.
3. Lead with the benefit. Instead of "We offer servicing," try "Keep your car running smoothly with a regular service."
4. Include a clear next step. Ask them to mention an offer when they're answered, visit a web page or ask the team about a service.
5. Avoid details that date quickly. Specific dates and limited-time deals are great, but plan to update them, or keep evergreen messages separate.
6. Don't repeat "your call is important to us" too often. One reassurance at the start is enough. Use the remaining time to say something useful.

For help with the overall length of your program, see how long should an on hold message be? If you'd rather not write it yourself, our team can write the script for you as part of your on hold messages.

Choosing the right voice

The voice is the personality of your business on the phone, so choose carefully.

• Male or female? Both work well. Think about your brand and your callers rather than following a rule. Some businesses alternate two voices for variety.
• Tone. Warm and friendly suits most businesses. Professional services may prefer calm and authoritative. Retail and hospitality can be bright and energetic.
• Accent. For Australian businesses, a natural Australian voice usually connects best with local callers.
• Consistency. Use the same voice for your on hold messages, IVR menus, voicemail and after-hours greetings so your phone line sounds like one brand.

You can listen to our Australian telephone voice artists and shortlist the voices that suit your business. If you also need phone menu recordings, see our menu prompts page.

Adding music

Most on hold programs alternate voice messages with background music. Music fills the gaps between messages and keeps the program from sounding like a lecture. Choose instrumental music with a steady volume that sounds clear over a phone line. If you want to use commercial music, you'll need the appropriate licence through OneMusic Australia. Royalty free music is a simple alternative. Browse styles in our music library, or read our complete guide to music on hold.

How often should you update your messages?

Regular callers will hear your messages again and again, so stale messages quickly become background noise or, worse, irritating. Updating your program regularly keeps it relevant. Many businesses refresh every three months, timed with seasons or sales periods. Common reasons to update include:

• new products, services or staff
• seasonal promotions such as end of financial year, Christmas or Easter
• holiday trading hours
• changes to your website, location details or booking process

Planning an update calendar at the start of the year makes it easy to keep your phone line current.

Getting messages onto your phone system

Most VoIP and cloud phone systems let you upload audio files through an online portal. We supply finished messages in the format your system needs. Older phone systems may need an on hold player, and our on hold hardware page covers the options. If callers wait in queues, consider dedicated queue messages that tell them where they are and what to expect.

Telephone on hold messages FAQs

What are telephone on hold messages?

They're professionally recorded voice messages, usually mixed with music, that play to callers while they wait on hold. They reassure callers and promote your products and services.

How long should each on hold message be?

Each message usually works best at around 20 to 40 seconds, with one idea per message. The full program should be long enough that callers don't hear the same message repeated too often.

Can you write the script for us?

Yes. Media Group can write your on hold script based on your business, services and goals, then have it voiced by a professional Australian voice artist.

How often should on hold messages be updated?

Many businesses update their messages every three months, or whenever they have new services, seasonal promotions or changes to trading hours.

Can I try on hold messages before I buy?

Yes. Media Group offers a try before you buy option so you can hear how your messages will sound. Visit our on hold messages page to request a free demo.

Start turning hold time into sales

Media Group has produced telephone on hold messages for Australian businesses since 2008, from small practices to national companies. We write, voice and produce your messages and supply them ready for your phone system. Request a free quote or call 1800 086 183.