On Hold Marketing Keeps Customers From Hanging up on Sales

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On Hold Marketing (OHM) provides information, entertainment and special offers that make call-in customers willing to wait on the line longer. Economical system improves sales and corporate image, and can be updated via the Internet.

– Countless sales are lost every year by businesses that put their callers on hold. But there is evidence that a well-designed on-hold message system can retain most of those sales.

“We are now producing on-hold message systems that appeal strongly to customers,” says One Stop Voice Shop (OSVS) president Ross Huguet. “We keep them on hold longer, so you can get to them, and provide them with information that makes it easier for you to make the sale.

“We call ours 'On Hold Marketing' instead of 'messaging' because we feel it is an integral part of your marketing and sales systems.”

Research by several organizations, including the On Hold Messaging Association (OHMA), show one-third of callers who hang up after being placed on hold do not call back, but pursue their business elsewhere.

Further research shows that, on average, 7 out of 10 callers to businesses get placed on hold, and that 9 out of 10 will hang up after an average of 40 seconds, faced with a blank on-hold system.

“Now imagine,” says Huguet, “that instead of a void, or bland music, or a radio station that may be advertising your competitors, your callers receive information they want about your products, or fascinating tidbits related to your type of business. They'll wait longer – for as long as 3 or 4 minutes, if they have to. You can even make them special offers they won't get anywhere else.”

There is little doubt, according to Huguet, that On Hold Marketing is an economical way to improve your company's image, make callers feel better and improve your bottom line.

On Hold Marketing uses a small unit that attaches to your switchboard or phone lines, delivering your on hold marketing messages and enabling OSVS to update your messages over the Internet – on a regular schedule, or on request.

“Our experience and professionalism in the voice over business means we can record on hold marketing messages for you to the highest standards,” says Huguet. “We don't just give your callers information, we keep them interested, entertained, and impressed with your business.”

Interesting facts about On Hold messaging (OHM):

  • On Hold hang ups drop by 77% when Information On-Hold is implemented.
  • 88% of callers preferred On Hold Messages to other hold options, and 16% made purchases based on an on hold offer. (MaxiMarketing)
  • "Executives spend 15 minutes a day or 68 hours a year on hold." – (USA Today)
  • "94% of all marketing budgets are spent on inducing a customer to call, while only 6% is spent on handling the call once it is received." (Inbound Telephone Call Center)
  • Jefferson Denneandrus, a research firm, found when callers were presented with On Hold Messaging (OHM) versus silence or a radio commercial they would stay on hold longer, were more likely to exhibit interest in the product advertised, were more likely to retain information, and were less agitated.
  • "The average person will spend 1.2 years on hold." (Woman's World Magazine)

About One Stop Voice Shop

The One Stop Voice Shop, Inc. (OSVS), http://www.onestopvoiceshop.com, is a voice over (or "voiceover") specialist company, providing multi-language voice over talent, recording, production, voice casting services and script development. They offer a wide range of services catering to the specific needs of their clients, including voice overs for commercials, documentaries, audio books, internet voice, promos, industrials, animation, games, multimedia and radio programming, and on hold marketing.

Besides their own talent pool of over 100 male and female voice actors, OSVS also has access to a comprehensive selection of International and Hollywood Celebrity Voice Over Talents and actors. Other services include script writing, original music composition, sound effects of all kinds, plus complete recording and production services.

Clients who use the OSVS website to preview and book talent and order voice over work not only enjoy one-stop-shopping for their projects, they also benefit from single-rate billing, which lets them plan their budgets in advance.


For more information, please contact:

One Stop Voice Shop (OSVS)

Emma Hui

Director of Communications

Telephone: (604) 408-5844


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