easy on hold messages for your credit union

Before | After

Online Audition 3-Day TurnaroundFree Demo Streaming Technology

of callers hang up after being on hold for one minute.

66%

Before

66

%

Before

Callers hearing music on hold stay on the line an average of

30seconds longer than in silence.

AfterAfter

"Some of the respondents said they liked to hear

the music because they knew they were still

connected to the company; no music made them

wonder if they were still on hold."

Georgia State University StudyAfter

Let’s take it to the next level.

want

INFORMATION

85

%

while waiting on hold AT&T

Before

made a purchase decision based on what they heard while holding.

IMC CORP. STUDY

20%

$

After

HOLDMARKETING

CASE STUDYON

BRAD WARNER, CEO

“Marketing efforts must be reinforced to be effective. Currently our members are telling us that they learned of our products and promotions in roughly equal portions as follows: roughly 1/3 from our newsletter, 1/3 from our teller line and 1/3 from Easy On Hold.”

“The overall effect is a more involved member who is more likely to take advantage of the financial offerings at the credit union. Members get the message in print, in person and over the phone. And it works!”

Before | After

STREAMING ON HOLD MARKETING

Before

AfterAfter

• Saves time: no audio files to handle, no physical media

• Easy Content Control: login from any browser

• Stable and Reliable: built in monitoring and reporting

• Effective Marketing: automated scheduling down to time of day

• No waiting: changes take place immediately

• Peace Of Mind: log in and monitor stream content

• Simple & Powerful: Manage multiple locations from a single login

• Flexible: Use stream without equipment if desired

WHY STREAMING

MEMO TO:DATE:

SUBJECT:

CALL CENTER MANAGERS/MARKETERSASAPDIRECT CONTROL

THE NEW ON HOLD SYSTEM GIVES YOUDIRECT CONTROL OF ALL CONTENT HEARDON HOLD. CHANGE CONTENT ANY TIME (WITHOUT INVOLVING I.T.).

MEMO TO:DATE:

SUBJECT:

IT/TECHNICAL STAFFASAPCONGRATULATIONS

YOUR ON HOLD NIGHTMARE IS OVER.

YOU’RE WELCOME.

Announcements mixed over one 4-minute music background. You hope the caller will hear exactly what you want them to hear.

BeforeBefore Old 4 Minute Loop

February Only

Through May 30

Through May 30

June/July

“Good Morning”

Through 2015

Each topic has its own start and stop dates!

After New Programming

After

Each topic has it’s own “DNA”. Callers hear exactly what you want them to hear, when

you want them to hear it.

New Programming

“So I don’t have to remember to change the message on a specific date.”

BeforeGeneric Content

Current, Strategic Content

Purposeful, time-sensitive, take-action content that changes automatically.

After

“This summer, don’t just sit back and admire your friends’ vacation photos. Get out there and see the world for yourself with a Vacation Loan from Campbell Employees Federal Credit Union! Borrow up to $1,000 for your perfect getaway with a 15% APR and 12 months to repay. That’s a monthly payment of less than $100! This offer ends July 15th. Ask to speak to a loan officer when we come back on the line.”

Streaming =

“I put a start date and an end date, if I want to get region specific I specify which region I want it in, if I want to get branch specific I specify what branch I want to have it to play in, and that's it!”

Joli Hensley – Advia Credit Union

Automatic Scheduling

Connects only to one source

FAILOVER audio

24/7 monitoring

Wired or wireless

Static or DHCP

600 Ohms audio out

Onboard speaker

15 Tips For Getting More Results From Your On Hold Marketing

1 GET THE CALLER’S ATTENTIONWITH “TODAY” GREETINGS

GREET every caller as if they’re walking into your lobby, using advanced scheduling.

• “Good morning” - “Good afternoon”

• “Hope you’re having a great Monday…”

2 GIVE A DEADLINE TO MOTIVATE ACTION

• “Sale ends August 31st.”

• “Offer good during our Back To School Event, through August only .”

• “Now’s the time, while these low interest rates last.”

3 Take A Quiz: Do You Know?

• Why are they calling?

• What products/services do they need?

• What are their most frequently-asked questions?

4• Avoid “tell-and-sell”.

• Always talk to just one person.

Focus On The Caller

“Our Credit Union has affordable rates on RV loans! We

finance fun both on and off the road with loans for new

or used jet skis, motorcycles, ATVs, campers, trailers and

boats. Rely on your credit union for competitive rates,

personalized service, and a variety of recreational

vehicle loans options to fit your lifestyle.”

Before

“Is this the year you finally get that RV you’ve always

wanted? We finance fun both on and off the road with

loans for new or used jet skis, motorcycles, ATVs,

campers, trailers and boats. Talk to your credit union

loan officer for competitive loan rates so you can get

the recreational vehicle that fits your lifestyle.”

After

Be Specific5• “Borrow up to $1,000 with a 15% APR and 12 months to repay-

that’s a monthly payment of less than $100!”

• “Applications for the 17th annual ECCU Scholarship program are available to high school seniors. Twenty-one scholarships will be awarded for a total of $24,000.”

specificity = credibility

Include A Call To Action6• “Talk to a loan officer to lock in a great rate.”

• “Register at ‘mycreditunion.org’ to get automatic updates.”

• “Download the app and start saving time today!”

“Tell me what to do!”

7• Educational Seminars

• Annual Meeting

• Community Events

• Sponsored Performances

• Sporting Events

Promote Events

8

Upon request, add as many unique streams as needed.

Consider Unique Content For Each Location

9“Join us in celebrating 80 years of service at our annual Meeting to

be held at the University Center on Saturday, March 21st. Doors

open at 12:30 pm with light refreshments and business meeting to

begin at 1 pm, with prize drawings to follow.”

Increase Frequency Of Time-Sensitive Content

10 • Just ONE IDEA at a time

• Individual 20 to 30-second "spots”

• Each has a unique music background

• Keeps callers engaged

Short & Simple

11 JANUARYFEBRUARY

MARCHAPRIL

MAYJUNEJULY

AUGUSTSEPTEMBER

OCTOBERNOVEMBERDECEMBER

Vacation Planning Debt Consolidation

Tax Payments Due Tax Returns Coming

Spring Break Loans Spring Cleaning

Summer Road TripCollege Planning

RV/Summer Skip A Payment

Real Estate/New Home New Vehicle

Tax Season Help Home Show/Improvements

Fall Remodeling Credit Union Week

Thanksgiving Vacation Holiday Shopping

Holiday Themes New Year, New ___?___

Last Chance Summer Promotion Refer A Friend

Student Accounts College Sports Tickets

Reinforce Marketing Calendar

11Reinforce Marketing Calendar

Remember, all content can be produced in advanced and programmed with START and STOP dates. Here’s your chance to get ahead!

12Drive Traffic To Your Website

13 of

mass affluent consumers were motivated to take action after learning about financial products and services on social media.

Study by LinkedIn

Integrate Social

63

%

13Tell callers what they’ll get by connecting.

State fair contestHow to protect your personal information“Life Hack” tips every TuesdaySee photos from the community events

Vote for the best burgerLet’s see your vacation photosNew report on student loansCar buying tips

Integrate Social

14 • Included

• Provide some basic ideas, dates, deadlines

• Receive email within 3 days with updated script

• Approve online

Use Our Script Service

15

“We have seen loan volume triple since adding Easy On Hold.”

Brad Warner, CEO

Thank you.