Messages and Messages and Music On-HoldMusic On-Hold

TrainingTraining SessionSession

Welcome...Welcome...

Our goal for these training sessions is to:

Help you better utilize all the features of your phone system so you can improve customer service.

Increase profitability and gain a competitive advantage in the marketplace.

This training session focuseson message on-hold services.

Introduction:Introduction:

Topics of Discussion Topics of Discussion For This Session:For This Session:

Why do businesses use a Message and Music On-Hold service?

What are the elements of a successful Message and Music On-Hold program?

How are the messages and music delivered?

How do I choose a Message On-Hold program that’s right for me?

How do I get started?

Q & A Session.

Why Businesses Use a Why Businesses Use a Message On-Hold ServiceMessage On-Hold Service

Reduce Caller Abandonment Rates Create a Positive Impression of

Their Organization

Enhance Company Image

Complement Other Marketing efforts

Reinforce Company Brand

Cross-Sell and Increase Sales

Callers who hear silence may feel abandoned, are more likely to become frustrated, wondering if they are still connected and possibly hang up…

So much for all the advertising dollars you spent to get that customer to call you in the first place!

Your messages can keep your callers’ attention and generate excitement as they learn about new products or services while they wait for assistance.

Reduce Caller Reduce Caller Abandonment and Abandonment and Increase Caller RetentionIncrease Caller Retention

60% of callers hang up if they hear silence and 30% never call back.

Statistics:Statistics: Providing information

on-hold results in a 45% increase in caller retention. Magazine

85% of callers prefer on-hold messages to silence.

Magazine

Enhance Enhance CompanyCompany Image Image Eliminates Problems with Silence

Eliminates Problems with Radio No control over message or music content Subject to licensing fees Competitor’s ads

Creates a Positive Impression Professional Informative Entertaining Appropriate Consistent with the

image you want to portray

Message on-hold is a powerful medium:

Complement Other Complement Other

Marketing EffortsMarketing Efforts

Executives spend 15 minutes a day, or 60 hours a year on hold. M

Message on-hold is a consistent and cost-effective way to reach a very targeted audience… your callers (your customers and potential customers).

Companies often spend a large percentage of their marketing budget to get customers to call their place of business...

A message on-hold service provides businesses an opportunity to continue that marketing once a call is placed on-hold.

Complement Other Complement Other

Marketing EffortsMarketing Efforts

94% of advertising budgets is spent to induce a call, and only 6% is spent to handle the call once it comes in.

M

Your Messages Can...Your Messages Can...

Announce New Products and Services

Cross-Sell Products and Services

Answer Frequently Asked Questions

Publicize Promotions or Special Events

Direct Callers to Your Website

Reinforce Reinforce Company Brand:Company Brand:

Consistency is crucial in branding. The voice, music, and messaging on-hold can be used to reinforce or differentiate your brand.

Companies with multiple locations can provide a consistent message across all locations.

Increase Sales:Increase Sales:

Customers not only prefer message on-hold to other options, but also will make inquiries and purchases as a result of those messages.

Providing information on-hold results in a 20% increase in requests for additional products and services mentioned on-hold. Magazine

Statistics:Statistics: One in five respondents

make a purchase or a decision based on information they heard while on-hold. Magazine

Important Elements Important Elements of a Successful of a Successful Message On-Hold Message On-Hold Program...Program...

Professional Scriptwriting:Professional Scriptwriting: Knowledgeable, experienced,

full-time copywriters are a valuable asset when it comes to implementing a successful message on-hold program.

Their job is to...

Consult with you regarding message content.

Craft customized messages that match your marketing efforts.

Tailor messages for the hold “medium”– low-key, conversational.

Assist you with the selection of a professional voice and music style consistent with your image or brand.

Research your industry and learn about your company.

Manage your service to make sure your messages are updated per your program.

Professional Scriptwriting:Professional Scriptwriting:

Ultimately communicates your message and your image

Broadcast quality – years of experience in Radio, Television, etc.

Variety: Female, Male, International…

Select a single voice for voice talent consistency Vary the voices to keep messages

sounding fresh Choose a voice or voices who will

reinforce your brand or image International talent

Professional Voice Talent:Professional Voice Talent:

Music is also a key element in a successful message on-hold program

Licensed and copyrighted for your protection

Large library offers wide range of styles and tempos

Select a style consistent with your brand and image

Vary music with each update to keep productions fresh

Licensed Music:Licensed Music:

In-House Recording and In-House Recording and Production Services:Production Services:

State-of-the-art facilities

Assures consistent quality and control throughout the entire process

How Your How Your Messages are Delivered:Messages are Delivered:

Digital On-Hold Systems designed specifically for On-Hold use

Connect to Message On-Hold port of phone system

Commercial Grade Designed for play 24 - 7 - 365

Important Features include: Flash Memory –

Protects against memory loss in brownout and blackout situations

Warranty – Most systems come with a 3 year warranty

How Your How Your Messages are Delivered:Messages are Delivered:

Delivery Method: How the audio update is delivered to the system…

The following types of systems allow customers to receive their messages on a timely, consistent basis, and involve little or no end-user intervention...

How Your How Your Messages are Delivered:Messages are Delivered:

Delivery Method: How the audio update is delivered to the system…

USB – This is best for customers who prefer to receive their productions via email and are computer savvy.

CD – This is recommended for customers who prefer more traditional delivery methods, i.e:. receiving a CD in the mail.

Remote Download – This is recommended for customers requiring monthly or weekly updates, and/or with multiple locations.

How Your How Your Messages are Delivered:Messages are Delivered:

Delivering Messages to Your VoIP Phone Systems...

In most cases, a message on-hold file can be loaded directly into the VoIP phone system, without an external digital on-hold system. Note: This will take customer intervention for loading the file.

In these cases, your on-hold message program will always start at the beginning (as opposed to playing in a loop fashion).

For customers who want to update their messages frequently, an external digital system may provide a better solution.

A variety of programs offer customers the ability to update their messages from once per year to once per week.

Programs vary in price according to how many times you update your messages per year.

Items to consider when deciding on a program...

What Type of Program What Type of Program Should You Choose?Should You Choose?

What Type of Program What Type of Program Should You Choose?Should You Choose?

The more you update your messages, the more you can target your efforts.

Your on-hold messages can complement other marketing efforts: Monthly or seasonal promotions, etc.

What upcoming events or occasions could you promote on-hold (i.e. 25 years of business)?

The percentage of repeat callers versus new customers: Your production will always sound fresh to repeat

callers if you update your messages regularly. Frequent updates provide the flexibility to offer the latest, up-to-date information for new and repeat callers.

Your budget Consider redistributing some of the marketing budget

to incorporate a successful message on-hold program.

How Do I Implement How Do I Implement My Message and Music My Message and Music On-Hold Program?On-Hold Program?

1. Choose equipment and schedule installation with The Connect Group.

2. Choose a service plan. 3. Sign an agreement. 4. Discuss topics with your scriptwriter. 5. Approve your script. 6. Choose your voice and music. 7. Your production is mixed and mastered. 8. Your final production is delivered.

Typical start-up time for a new customer is 20 business days. Subsequent productions delivered in 10 business days or less.

9. You and your customer start to benefit from your on-hold service.

Question and Question and Answer SessionAnswer Session

Thank You For Thank You For Your Time…Your Time…