Skip to main content

On-Hold
Marketing

Upsell your services to a captive audience with On-Hold Marketing

What is On-Hold Marketing?

Advertise your latest offers or keep customers engaged while listening to music on hold. On-hold marketing is a simple and effective way to combat any potential lost business. Reduce hang up rates and upsell your services. Plus, it won’t cost you a penny!

As well as maximising your first impression to callers, it’s perfect to inform customers about products, services, special offers, opening hours, office locations and targeted messages. You might even give the answers to questions they wanted to ask during their call, freeing up time for your teams.

TOP FEATURES
& BENEFITS

  • Increase profitability
  • Reduce hang up rates
  • Enhance corporate image
  • Promote products and services
  • Deliver powerful marketing messages
  • Psychologically reduce on-hold time
  • Provide key company information
  • Increase sales enquiries
  • Improve client retention

Everything you need to engage your customers

Wide range of music and professional voice artists

Assisted script writing to deliver your messages

Bespoke packages to maximise effectiveness

Quick installation & after sales support

Discover How We Will Solve Your Business Communications Challenge

  • Curious about how our communications solutions will benefit your business? Fill out the form below to find out more from our Specialists.

    Tell us what is holding back your workforces ability to communicate and collaborate

Step 1 of 6

Your information is 100% secure.

MAXIMISE OPPORTUNITY WHEN PUTTING A CUSTOMER ON HOLD

Queueing, holding and transferring provides your business the opportunity to deliver your message

How an inquiry is handled makes a huge difference in a relationship with new and existing customers. With on-hold marketing you can actively engage your audience on products, services or events, whether they are on hold, queueing or being transferred.

Being placed on hold is unique, in that your audience is waiting for a call-to-action. Leaving someone on a quiet phone line with no messaging or music is more likely to lead to a hang up.

Using on-hold marketing doesn’t mean you need to be aggressive in your business approach as different business type and industry is likely to need tailored solutions.

Why your business needs on-hold marketing:

ReasonWhy
Reinforce brand messaging

Reinforcing brand messaging can ensure the service received on the phone aligns with your specific business language, tone and values. The consistency can help further engagement and ensure a high level of customer satisfaction.

Reduce hang-ups

If a customer is left with a silent phone line, there initial instinct is likely to hang-up and re-dial thinking there is a fault on the line. Provide a reaffirming message that they are on the right track and keep them on the call to ensure a resolution to their query.

Increase sales

Take the opportunity to promote products or services. Utilise data on average hold times to determine the optimal length of promotions.

Relay information

A softer approach is to relay service level information that is deemed necessary but could misguide a user if presented by the operator.

ON-HOLD MARKETING THAT WORKS FOR YOU

By working with a business phone system expert like Enreach you can have automated messaging for on-hold callers setup in no time.

Call centre operative putting a customer on-hold

MULTIPLE USE CASES FROM ONE SYSTEM

By maximising the use of your business phone system your customers can get answers they need with little effort – increasing their satisfaction and reducing unnecessary burden on your workforce.

  • Automated messaging for on hold callers
    • Queue reminders
  • Answer frequently asked questions
    • Opening hours
    • Locations
    • Directions
  • Broadcast latest news or service updates

CHOOSE WHAT YOU WANT TO PROMOTE

The Enreach on-hold marketing solution can be tailored to suit the needs of your specific business, ensuring it aligns to language, tone-of-voice and values. Implementations may differ depending on industry or company type.

  • Healthcare providers often use on-hold messaging to share health tips, appointment reminders, and information about services.
  • Retailers may promote special offers, loyalty programs, or seasonal sales.
  • Financial services emphasise security, customer service, and product features.
  • Independent traders emphasise a sense of community by providing support to the local area. Their passion for a localised approach can help customers seeking authenticity.
  • B2B companies can focus on professionalism, industry expertise, and problem-solving in their on-hold messages.
  • B2C businesses can prioritise customer experience, brand personality, and emotional connection.
Man having positive on-hold marketing experience
On-hold marketing profitability icon

INCREASE PROFITABILITY WHILE REDUCING HANG UPS

By treating the time your customers spend on hold as valuable marketing space, your business can make the most of free air time to tell a captive audience about your offerings.

The setup of a business phone system – with on hold advertising functionality – will differ from one business to the next, but with Enreach, your business can rely on over 20 years of experience across a variety of industry to provide a solution that meets your needs.

Checkout our solutions by need or industry to gain greater understanding as to what you believe your needs are and where you could actually take your business when relying on award-winning technology.

JOIN THE 50,000+ USERS WHO CHOOSE ENREACH
FROM SMALL BUSINESS TO ENTERPRISE
Get a quote

Boost performance, protect your business

  • Glass Manufacturer, Oldbury
    ★ ★ ★ ★ ★

    Oh how I wish I had done this sooner! Seamless transition, great communication, from Mike who initially visited and unpicked our telecoms nightmare, through to Lynda, Seth, Scott and Hannah. Everyone was helpful and 100% focused on delivering the promise of a better system and service.

  • Manufacturer, Halesowen
    ★ ★ ★ ★ ★

    Having worked with Enreach for over ten years, we find them both reactive to problems and proactive about saving us money. They are a pleasure to deal with, always answer the phone promptly and don’t have the dreaded call centre approach.

  • Manufacturer, Shropshire / Global
    ★ ★ ★ ★ ★

    We wanted a local telecoms provider that was able to ensure a fast response time in the instance that there were any issues that needed resolving quickly and Enreach were able to provide us with the communication solution we needed to achieve maximum productivity and efficiency throughout the business.

  • Real Estate Agents, Midlands
    ★ ★ ★ ★ ★

    We have been a customer of Enreach for 5 years. Our account managers are fantastic in identifying our needs and ensure that we have the best telephone technology at the best possible rates. Although they are a large company, they have the ‘personal touch’.

  • Keith Wiseman
    ★ ★ ★ ★ ★

    Employees simply plugged the phones in and followed the over the phone instructions delivered by our engineers. Not only have the video conferencing and plug and play capabilities already made a difference to the way Baumot UK communicates, but the ability to download any apps from the Google Play Store straight onto the phone has been a huge hit

  • Phil Lewin
    ★ ★ ★ ★ ★

    Another benefit that the school is enjoying is the seamless integration between the phones and its CRM system. This allows the staff to have everything in one place, whether it be contact details of a parent, medical details of a student or voicemails and emails that need responding to.

  • Steven Way
    ★ ★ ★ ★ ★

    The bespoke Enreach Contact app works much better than generic, white-labelled apps that we’ve used previously. We really like using the softphones on the laptops

  • Peter Phillips
    ★ ★ ★ ★ ★

    Easy with great communication…“the telephone system is extremely important for our business

    Frequently asked questions

    What are examples of good on-hold messages?

    It is important that on-hold messages are concise, without the message becoming needlessly repetitive. Common on-hold marketing messages include:

    • Healthcare: Are you aware that now allow walk-ins for flu shots –  you no longer require an appointment. Ask us if you’re eligible for a flu shot today.
    • Retailer: We appreciate your patience. Did you know our summer sale is now on? Discover the savings you can make across fashion, homeware, and more. Ask us about the sale today or visit our website.
    • Financial Service:Thank you for holding. Have plans to get a mortgage, save, or invest? Speak to us today and rely on our expertise to guide you to the right option.
    • Independent trader: Craving something sweet? Why not pop in to store after the call to try our freshly baked pastries and cakes, perfect for any occasion. They’re delicious!
    How does being on hold work?

    When a customer is placed on hold, they are unable to communicate with an operator, whilst an operator will be unable to communicate with the customer. There is also no ability for either party to hear one another. Once the operator resumes the call the hold music or marketing ceases and the call can carry on between your operator and customer.

    When should I put a customer on hold?

    Placing a customer on hold is vital for ensuring they receive relevant and accurate information to resolve the inquiry. This requirement increases if a call ends up at the wrong department or with an inexperienced staff member.

    Another common need for placing a customer on hold is to enable both parties to cool down during escalating confrontations.

    How long should customers be kept on hold?

    The latest recommendation is that, although customers may tolerate hold times up to 5 minutes, there should be a focus placed on keeping it below 2 minutes.

    How do I politely put a customer on hold?

    Implementing on-hold marketing supports good customer service, so we recommend the time and effort being put into training your team to maintain those standards. The simplest steps for placing a customer on hold include:

    1. Seek permission first
    2. Explain the reason
    3. Provide an estimated hold time
    4. Make the wait time worthwhile and useful
    5. Avoid repetitive on-hold messaging
    Does Enreach provide copywriting services?

    Enreach has over 20 years experience setting up business phone systems, including copywriting to suit independent traders relaying basic information, to SME’s that want to promote the latest products and services.

    Does Enreach create on-hold scripts?

    Enreach has over 20 years experience setting up business phone systems, including scripts that suit requirements of independent traders relaying basic information, to SME’s that want to promote the latest products and services.

    Does Enreach provide hold music?

    Enreach has over 20 years experience setting up business phone systems, including automated messages for on hold callers, an auto attendant menu to improve caller satisfaction, copywriting services to create your scripts and both on hold music and speaker options.