Sound Communication: The Holdcom Blog

How and Why You Should Monitor Your Message On Hold Program

Woman On Phone Listening to Message On Hold ProgramMessages On Hold are successful in converting customers, addressing clients’ needs, and preventing caller hang ups. On hold programming can help you promote current offers, inform callers, and entertain customers. But a Message On Hold program is only as good as it sounds playing through your phone system.

Most of the time, on hold messages sound great. But every once in a while, it’s a good idea to listen to your program to ensure it’s playing properly and the information is up to date. To do this, you’ll need to monitor your program. It’s a simple process, with only a few steps.

How to Monitor Your Message On Hold Program

  1. Call the phone number(s) where your MOH program is playing.  Be sure to use a corded phone. Cell phones or mobile devices may interfere with quality.
  2. Ask the receptionist or representative to put you on hold and listen to your program. 
  3. First, listen to the content. Is all the information current? Are you playing any messages that are out of date? Are you highlighting your current, seasonal promotions?
  4. Next, check the sound of your content. Is the program too loud or the volume too low? Does the voice sound clear and professional?
  5. If your information is outdated or improper, you’ll need to write a new on hold program and implement it on your system. If the sound isn’t right, check the connections and volume levels on your equipment.  Check out this video for more information:
  6. After any adjustments, you’ll want to repeat this process to ensure a great sound.

Why is it important to know what you’re playing on hold?

Although often overlooked, playing music and messaging content for callers waiting on hold is actually an important marketing and customer service strategy. It gives you the opportunity to communicate with a captive audience—callers on hold—who are waiting to hear from you.  A Message On Hold program gives these callers what they want: your voice.

That said, playing just anything on hold isn’t good enough. To be successful, you need to play an on hold program that’s appealing to your target audience and, of course, up to date.

What’s an appealing Message On Hold Program?

To make your program appealing, you’ll want to look at three main areas: voice, music, and program length. Here’s what to look for:

  • Voice: Are you using a male or female voice for your phone system? Do you have consistency throughout? Are you using a professional voice over talent? Is the voice clearly reading a script that’s written for the ear? 
  • Music: Does the music compliment or compete with the messaging content? Is it appealing to your target audience?  Do your customers ever complain about your hold music? 
  • Program Length: Do you have the right Message On Hold program length? Is your program at least as long as your average hold time? Are your paragraphs informative and listenable and written for the ear?

What’s the problem with out of date content?

Have you ever seen a television commercial advertising a great deal that ends…yesterday? We all have, and it’s always annoying and disappointing. As a customer, seeing this outdated content makes me feel unimportant. Now, imagine how your callers feel when you play outdated information on your own phone system. They might think to themselves, “I’d love to go to the Hospital’s open house! Oh…it was last week? Why didn’t I know sooner?”

For a customer, hearing out of date information on hold is, well, a major bummer. Beyond that, it can also be an indicator to callers that you don’t care about them.

Hope for your on hold programming  

Don’t worry, there’s good news. Monitoring your Message On Hold can help you ensure the program is working correctly—both technically and in terms of content.


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Tags: message on hold, equipment, troubleshooting