On Hold Message Script Examples

Waiting on hold doesn’t have to be a time waster for either the caller or the business.

In fact, it can be a valuable business opportunity.

By providing on hold messages that engage, inform, and reassure customers, businesses can create a more positive customer experience and potentially increase sales and revenue by using hold messages for marketing, cross-selling, and providing helpful information.

In this post, we’ll show you how to take advantage of this business opportunity and will share a range of on hold message scripts for different purposes.

Keep reading!

How on hold messages can help your business

The main purpose of on hold messages and music is to improve your customers experience while they wait for someone to answer their call.

But it does not have to be limited just to helping your client pass time!

While you should strive to reduce wait times as much as possible, you need to have a clear strategy for turning wait time into an opportunity to promote your products and services, educate your customers, cross sell, or at least build brand awareness.

When done right, on hold messages can help your business to increase revenue AND improve customer satisfaction at the same time.

What are the different types on hold messages?

There are 3 main types of on hold messages, each serving its own purpose:

1. Reassurance on hold messages

Reassurance messages are designed to reassure the caller that their call is important and that they will be assisted as soon as possible.

If wait times are expected to be long consider apologizing (give reason for longer wait time when applicable) and thank the callers for their patience.

2. Promotional on hold messages

Promotional on hold messages aim to promote your company products or services.

Consider highlighting special deals or promotions that are currently available, and encourage the caller to make a purchase or to ask for details.

3. Informational and educational on hold messages

Informational messages provide the caller with useful information about your company or its products.

For example, you can mention any relevant industry certification, years of experience, or provide basic information about store hours or address (if people tend to ask that).

Don’t want to always upsell your clients?

Depending on your business type, sometimes you may consider making your on hold messaging purely entertaining.

The examples of entertainment on hold messages include may trivia questions, jokes, and similar types of lighthearted content.

Need ready to use on hold messages?

Need on hold messages for your business phone line? Download ready to use pre-recorded on hold voice messages or contact us to create custom messages for you.

We hope the list of script below will give you plenty of ideas of what to say in your on hold message.

On hold script examples

Below you will find a collection of ready to use on hold message scripts for all of the above message types:

Reassuring on hold message scripts

Download this on hold message

More scripts examples:

“Thanks for holding. We understand your time is valuable, and we’ll be with you shortly to help you with your request.”

“While you wait, rest assured that your call is important to us, and we’ll do our best to provide you with the assistance you need.”

“At [company name], we’re committed to providing exceptional customer service. You can trust us to resolve any issues you may have.”

“Thanks for choosing [company name]. We’re experiencing higher than usual call volumes, but we’re working hard to get to you as soon as possible.”

“While you wait, remember that we value your business and appreciate your patience. Our representative will be with you shortly.”

“At [company name], we understand that waiting on hold can be frustrating. That’s why we’re constantly working to improve our response times.”

“Thanks for holding. Our representative will be with you shortly to provide you with the assistance you need. In the meantime, please enjoy our on hold music.”

“While you wait, know that we’re committed to resolving your issue as quickly and efficiently as possible. Your satisfaction is our top priority.”

“At [company name], we understand that your time is valuable. That’s why we offer online resources and self-service options to help you get the information you need.”

“Thanks for choosing [company name]. We want to assure you that we’re doing everything we can to provide you with the best possible service. We appreciate your business and patience.”