11 On Hold Message Script Ideas

Small group of business people brainstorming ideas

The main focus of your on hold messaging is to relay information that would be helpful to people wishing to use your services, buy your products or visit your shop, store or showroom.

Feel free to use the template messages for your on hold messages or just to get ideas. Just replace [the words in brackets] with your own words and amend as you see fit.

#1 Who

[On Hold Messaging Direct] are a leading supplier of [telephone messages, including IVR, music on-hold and marketing messages]. Based in Manchester, we have been trading since [2005] and pride ourselves in providing [an affordable professional service]

#2 Where and When

If you have a physical store or showroom, give details. For example:

Visit our store, located 5 minutes from junction 10 off the M60 and the Trafford Retail Park, Barton Road, Urmston. We are open Monday to Friday 9am til 5pm.

We have a large free car park, with parent and toddler spaces. We also have disabled parking bays and wheelhcair access to the whole store.

Visit our website for directions and further information, mywebsite.com

We don’t think you need to include the www. as it is common knowledge and it is a bit of mouthful to keep saying from a narration point of view, but you can if you prefer.

#3 About the products

Tell callers about your products, be informative and not too salesy. People switch off if they feel they are getting the hard sell while on hold.

We have a wide range of [garden products] in stock from [solar patio lights] to [gazebos]. We offer [brand name one,  brand name two,  brand name three] and many more.

#4 Reassurances

Do your products have warranties? Can they try them out? Do you have experts in store?

For your peace-of-mind, all of our [items] carry a three-year manufacturers warranty as standard. Furthermore, we offer expert advice to you find the perfect [item] for you.

Come and visit us! We are just off Junction 10 of the M60, open from 8am to 8pm 7 days a week. See our website for directions mywebsite.com

#5 Help them identify

Telling callers who you work with or the types of people you work with will help them identify and understand that they are going to be talking to people who can help them. For example:

We offer specialist equipment for the [catering industry] and welcome inquiries from [hotels, restaurants, pubs, cafes and chefs]. We provide everything from [cutlery] to [heavy duty ovens].

#6 Social Proof

Have you got lots of great reviews, or lots of followers on social media? Use this information to your advantage and tell your callers about it.

For example:

Like us on Facebook, where we share updates and offers. We currently have over 10,000 likes and post useful information on a regular basis.

You are in safe hands with [Your Company], we have 4.9 out of 5 on Trustpilot with over 2000 reviews.

See our vlogs on YouTube and join our 10000 subscribers.

#7 Teach them something

If there are little facts that will keep your callers engaged and teach them something new in the process, use that to your advantage. Make sure it is related to your industry and don’t make it salesy. Health and well-being for example:

Did you know? The foot contains 26 bones, 33 joints, 107 ligaments and 19 muscles. Visit our store and ask one of our experts to properly measure your feet.

Regular exercise can reduce your risk of major illness and lengthen your lifespan. Ask our expert health advisers about our exercise programs when connected.

#8 Support Options

Let them know what your support channels are. It may be that you have all of the information and help on your website but the caller is not aware of it.

To help you find the answer to your question as quickly as possible it may be worth checking our online help section/blog section / Online help videos. Alternatively, please hold for a representative.

With fully trained computer engineers in store daily, we can organise your repair over the phone or in-store. Check our website for service options or hold to speak to a memeber of our team.

#9 Special Offers

If you want to make customers aware of offers and events while they’re on hold, there are a few stock methods you could use. For example:

Use the coupon ‘hold5’ to get 5% discount off our products online or in-store.

While stocks last, use coupon ‘choc10’ to get a free box of chocolate when you buy online.

In store this June and July, get massive savings on all items, up to 30% off regular prices.

Order online and use code tel18 to get 10% off.

#10 Awards / Certificates

Have you won any industry awards? Let your callers know.

In 2018 we won the industry award for __

Eat in confidence, we have a 5 star food hygiene rating awarded by the food standards agency.

#11 Thank them

Thanking people for holding is a common courtesy, but don’t do it excessively. Mix these in intermittently with messages about your company and services too, as in the examples above.

Thank you for holding; we will be with you shortly

Thank you for continuing to hold, your patience is appreciated and we will be with you shortly.

Thank you for holding, we know you are waiting and a member of our team will be with you shortly.

Thank you for reading…

Your messages on hold offer you an opportunity to really enagae with your callers and I hope that these on-hold messaging examples have given you some ideas and inspiration for writing your on-hold script.


Copyright. These on-hold message ideas can be used by you for the purpose of creating your on hold script. However, you can not sell them or put them on your own website as your own content. If you do want to use this content or part of it you must inform us first and provide a link back to us.

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