When callers leave a queue or hear static during a call, the experience between the business and caller is hindered. Hold music and messages help keep callers at ease. It may also keep them informed while they wait to reach a sales or technical service team.
Hold music gives callers an opportunity to relax while they wait for their turn to speak with a representative. It also provides some background noise to mask the sounds of busy offices. Make sure callers feel like they are being addressed in an environment that is professional and well-run.
Hold messages can be used in two ways. First, as an introduction to an automated system, where the message gives basic information about how to use the system. Or second, as an introduction to live personnel when no one is available to take calls right away. The latter will let callers know how long they should expect to wait before speaking with someone.