Frequently Asked Questions
Q. How long does your on hold service take?
A. Typical turnaround time is 3-5 working days from placing your order.
Q. Do I get to hear a custom demo of my on-hold recording before I order?
A. Unfortunately, we don’t offer custom on hold demos for the one-time payment we charge. However, on hold voice demos are available to listen to on the website. Listen to our on hold voice over demos here >
Q. Do you offer a next day turnaround?
A. In urgent cases, we can arrange a 24hr turnaround of your on hold audio (excluding bank holidays / weekends and subject to availability). A member of our team will be assigned to your account to chase up on every aspect of your on hold package ensuring delivery within 24hrs via download. The additional charge for a quick turnaround is £50 minimum.
Q. Can I make alterations after the script has been recorded?
A. If after receiving the on-hold audio, you find that the voice-over has mispronounced a word or not followed your direction, our voice-overs will do a reasonable amount of re-records at no extra charge.
However, if you decide to change part of your script after the voice-over has started recording, a nominal re-record fee will need to be charged. This is because voice-overs often have to re-record the whole sentence(s), even if it’s just one or two words, so that the sentence sounds natural and blends in with the original recording.
Q. Can you supply the background music file separately?
A. Unfortunately, we can not supply the music file separately. The music license requires us to combine the music and on hold voice as a single file.
Q. Can I use the on hold audio in multiple locations?
A. Our on hold service is primarily aimed at small to medium sized businesses and is licensed for use on up to 5 external lines. For additional lines, please select the appropriate number when completing our quote form.
This represents massive savings compared to conventional royalty performance fees for music on hold.
Q. Can I have my on hold audio updated in the future?
A. You can update your on hold package with us at any time.
Recommendation: Purchase our backup service when having your original on hold package created by us. This will enable us to access your audio files in the future to make any necessary changes. Just make sure you add the backup service at the order stage.
Q. What is the backup service?
A. Add the backup service to your order and we will create you a backup of your on hold audio files. This will allow us to access your original source files should you require any updates in the future. Click Here for more information on our backup service.
Q. I didn’t order a backup, how do I go about updating my on hold package?
A. Without a backup of your original audio, you will need to reorder a new on hold package.
Q. What format do you provide the audio?
A. The standard format we provide is .wav, however, should wav not be compatible with your telephone hardware, we can supply it in any audio format required i.e. mp3, CCiTT A-law.
Q. Do you provide the on-hold hardware?
A. We only provide on hold audio to play on your existing on-hold system and unfortunately, we do not supply any hardware. However, we can provide details of local hardware suppliers if required. Please feel free to contact us.
