Frequently Asked Questions

On Hold Programming Concept

Q: Why do we need Message on Hold?

A: Getting put on hold is far from rare: recent studies found 75% of callers were placed on hold. This study also found that playing message on hold instead of music or leaving the customer in silence had the following results:

• Hang-ups were reduced by 50 to 80 percent
• Callers were willing to wait up to 130% longer with message on hold
• Average message recall after 72 hours was over 75%
• Almost 90% of callers learned about a product or service they didn´t know about

Providing an "Audio Newsletter" to your cusotmers while they are waiting to speak to a member of your staff is the most cost effective means available today to enhance the image of your facilities, improve your public relations and increase your bottom line.


Q: Why not just play the radio?

A: First off, in order to play the radio over the phone you must pay licensing fees to do so. Secondly, the radio broadcasts other companies advertising. Would you want to take the risk of your potential customers listening to an advertisement of your competitor? 

Equipment

Q: What type of message delivery system is featued?

A: The equipment provided is digital. Included is all required mounting hardware, 12V power supply and an audio patch cord.

Q: Is the system compatible with all types of telephone systems?

A: The system is compatible with all switches having Music on Hold capability.

Q: What is the equipment set-up procedures?

A: Equipment may be either wall or shelf mounted. Complete instructions are provided with each piece of equipment.

Q: Is there an equipment warranty? What type?

A: There is a complete warranty. Should there be a problem with the equipment, a replacement will be provided to minimize client "down time".

Messages

Q: What message production facilities do you have available (music, voice, etc.)?

A: A complete production facility is used to produce your messages. Facilities feature an extensive music library and a variety of technically advanced sound equipment. All productions feature copyrighted scripts, fully licensed music, professional male or female voice talents and audio engineering.

Q: What is the message length?

A: Standard message length is four minutes. Upgrades for longer productions are available.

Q: How is the script writing process handled?

A: Our staff is prepared to write your scripts based on information and guidance you provide. Completed scripts are provided via e-mail or fax for review and approval or editing. No messages are ever produced without your prior approval.

Q: Are there special messages for Christmas holidays?

A: A "generic" holiday message is provided at no cost or charge against the number of message changes provided in your program. You may, however, use one of your normal message changes to secure a customized holiday message.

Q: What is the message production time?

A: Normal production time takes up to ten days.

Q: What if we are not pleased with a production?

A: All productions come with a 100% satisfaction guarantee.

Q: Who is responsible for copyright/license fees and how are these fees paid?

A: Hold the Phone is responsible for all music licensing. All music is purchased by us and licensed for the sole purpose of On-Hold Programming.

Contract and Pricing

Q: What is your pricing/leasing structure (equipment, messages, etc.)?

A: The programs being offered are avaiable in packages or as single productions. Specific rates are determined by agreement length, number of productions and payment preference.

Q: What is the payment schedule?

A: Payment for the purchase option is COD. Subscription and Lease plans are also available.

Q: What is the contract length?

A: Form one month through thirty-six months. The contract length is desgned to meet the specific needs and desires of the client.

Customer Service

Q: How is your customer service support and technical service support structured?

A: Each client may contact our Customer Service Supervisor at the toll-free number provided. Tehcnical support is provided by calling the same toll-free number. Complete operating instructions are included with each piece of equipment.

Q: What is the distrubution process for multiple locations?

A: Distrubiton will be made as requested by the client. We are prepared to furnish completed productions directly to each location or all productions can be forwarded to a designated location for distribution at the client´s discretion.