What is Message on Hold?

Every day 75% of your incoming calls are placed on hold. Are they listening to your sales message or silence?

• Want a great way to play a message to your callers up selling all of your great products, solutions and services while they are on hold?
• Do you experience long wait times before a representative can come available?
• Do you want to give an impression that you're not a one employee company operating out of your garage?

How many new customers are bailing out on you while on hold? How many actually like hearing your message on hold?

Keep in mind the all important first impression to your callers, whether you are a sole proprietor or you're a Fortune 500 company what better way to inform and entertain your new and existing accounts.

With every new caller, you are evaluated and yet another person's impression of you is formed. These first impression can be nearly impossible to reverse or undo, making those first encounters extremely important, for they set the tone for the all the relationships that result in sales toady or in the future.

Your PBX phone system or IP Phone system may not have an audio input for anything like that, or worse... your phone doesn't even have a HOLD BUTTON! Are you surprised to learn that your new phones or system that has an "auto attendant" feature does NOT have an audio input for an On-Hold message...

OPC Marketing will let you know which device works properly with your phone or system (there are many) to add the caller on hold feature and/or to add an input to accept your Message On-Hold message playback device. Any phone system can have a solution to a Message On-Hold problem.

In addition to On-Hold solutions, we have a line segregator that allows you to share a single Telephone KSU* between multiple companies while each company benefiting from their own on-hold message. We'll help you get setup with auto attendant options, voice mail and more.

Studies have shown that for callers faced with silence, the threshold for remaining on the line is less than 40 seconds. People who call your business usually call because they want to, and putting them on hold in silence for anything longer than a few seconds is a good way to lose the caller for good. Most of us hate being put on hold. What most of us like even less, however, is being put on hold in total silence. Contact OPC.

MOH Player

What is "Messaging On-Hold Player?"

An MOH system plays pre-recorded messages for callers to listen to while they are on hold. You can choose to have the system play music, a voice communication, or a arrangement of both types.

A common length for a MOH infomercial is typically 4-6 minutes. If you choose, you can also choose to broadcast a local radio station, although now days you might actually be infringing on copyrights of artists. Look for this to be another showdown area at some point for the major record labels and American Federation of Musicians in terms of royalties. Or even worse a radio station that might air a competitor's ad? Also you need to monitor your audio often so no interference is heard and if waning radio signals can be detected.

A MOH system consists of a hardware device that is plugged into your phone system that resembles a tape or CD player or may even be a computer or a shared computer.

MOH systems can be connected to nearly all office phone systems today. Connections are less common, in older, smaller, KSU-less phone systems. A "Key Service Unit" KSU is the CPU or brains behind equipment that was once hosted at the central phone exchange. It was made smaller and brought into your office around the time that Ma Bell companies were broken into smaller units.

*Meaning of KSU - "Key Service Unit". The main switching control unit for a Key Telephone System (KTS) such as leased lines, private lines and dedicated lines. A point-to-point or multi point communication line or voice /data leased usually on a monthly basis from a carrier. In other words a KSU contains the electronics for a KTS, an inbound telephone system not connected to a (PBX), where all stations are connected to provide power, signaling and connectivity for the system. KSU contains many lines, mainly used in large corporations. Smaller businesses can use what is call KSU-less systems. KSU-less systems are inexpensive, offer less features, are less complicated electronically and can be installed by the owner of the business. KSU is known to be the brains or the (CPU) of the Key Telephone System. Depending on specific needs and features, cards can be added in order to offer added features like (ACD) which routes incoming & outgoing telephone calls to the next available operator, (CID) identifies the originators' calling number, (CSTA) technology associated with the electronic transmission of voice, fax etc. and much more.

We work with premier telephone system technologies, to bring you the right device at the lowest possible cost for years or worry free message playback. Let's discuss your requirements for both the hardware and the actual recorded commercial or infomercial; we'll do our best to help in this important marketing resource.

We can help you interface on-hold audio with AT&T, Lucent, Bell, GE, Panasonic, Radio Shack, Lucent, Northern Telecom, Pac Bell, South Western Bell, Sprint, Alcatel, TT Systems and just about any telephone out there new or old! Contact OPC.

Analog vs. Digital?

If you plan on using an MOH system to broadcast a pre-recorded advertisement or infomercial, look for a system that uses digital technology also maybe referred to as a digital message repeater. Older, analog systems use loop tapes to repeat messages. Though they are less expensive, the sound quality of the program tends to suffer as the tape wears out from repeated use; they also are limited in their lengths of messages. Loop Cassette Tape Electronics maybe harder to find replacements as time goes by.

Digital systems, by contrast, play music or messaging that is recorded digitally onto a computer hard drive, CD-Rom, or the latest Flash Memory cards, so the messaging is not susceptible to mechanical wear or stretching of tapes.

A good system should record at a minimum rate of 64 kilobytes per second (Kbps). Check the sampling rates used to record the programs into the system when comparing digital systems, as these sampling rates significantly affect the quality of the resulting playback.

Night Answer Option
Lets you store a separate night answer message. In addition to the standard MOH message. In Night Answer mode, the digital message repeater answers incoming calls, plays the Night message, then hangs up. Night answer can be activated by pushing a button or automatic schedule by software. Contact OPC.

Programming

In most cases you will still most likely wind up buying the programming and hardware from the same manufacturer that sells you your phone system or PBX. This means you should also pay attention to the programming capabilities of the MOH equipment you contact.

Digital message repeater or MOH using Verbal prompting with a human voice guides users through operation and setup of the on-hold IVR aspects of the unit. An IVR is used to provide an interactive set of menu options that the caller selects with a phone keypad options for more information. IVR is commonly found in businesses to direct callers to the appropriate department. Make sure your advertisement gives callers the options to connect to the correct company departments.

SpitFire® Predictive Dialer software
SpitFire® Predictive Dialer has a software Digital message repeater or MOH built right in. You setup the SpitFire® ScriptMaker software to point to the location where your message WAV file has been saved to. When agent's put someone on hold the message is played. If the message is handed off or transferred from SpitFire® through the phone system or PBX, then the phone system's MOH takes over the call, so you may have more than one message to be developed if your need requires a professional call center setup. .Contact OPC.

Standard Messaging

If you are considering playing basic standard pre-recorded message programs, make sure to review a few examples of standard programs the vendor has created. Many vendors have toll-free "demo lines" you can call to review the different types of on-hold pre-recorded messages they offer, or clickable sound byte samples online. Your phone vendor maybe able to reprogram the phone to match the prompts offered in the canned recording.

New programs (Example: to talk to sales press 1, to talk to accounting press 2, etc.) created by phone manufacturers are usually created on a regular basis and then distributed to customers for their use. So if you're not interested in having the on-hold time used as an advertising opportunity these maybe just fine for your use .Contact OPC.

Customized Messaging

If you decide you want a customized message instead, start listening to the radio, infomercial's on TV and several sources to get a feel of what a message is and the music and sound effects used.

Take the time to listen to the in-house voice talents and make sure the voices are consistent with the image your company wants to project. You may want to review the play list if available if there are specific pieces of music you want to play or moods to be set.

Find out what creative talent the vendor offers to help you design a custom advertising message. It also wouldn't hurt to listen to some custom programs the vendor has developed for its clients.

Also, if you do want to choose music for your on-hold system, don't expect to get Elvis's or other artists greatest hits. Royalties for popular music is extremely expensive (consider the multi-million dollar price tags for the rights to songs used in current Madison avenue TV ads). For this reason, services will highly discourage businesses from broadcasting a local radio station, since the royalties could potentially be astronomical. (See Licensing and Copyrights tab.) Contact OPC.

Licensing and Copyrights

If you plan to use your MOH system to play music, make sure that all applicable copyrights have been checked out. Many musicians and record labels have filed their music with the US Copyright office and infringement fines range from $500 to $100,000 per musical piece plus court costs.

Most MOH companies, however, will take care of licensing issues for prerecorded programs or may have a music library of licensed background music. Most will not be hiring a band for individual scoring and music composition. If you already do some other sort of sound based advertising like radio commercials you maybe able to license it to use in you MOH player.

As far as the Musicians are concerned Commercial businesses use music to enhance their environment and increase their profitability. Music used in these businesses should be licensed. It is unfair that creators of music should give up their right to compensation for the use of their property.

Under current Copyright Law each time music is publicly performed the copyright owner is entitled to compensation, and the forum in which the music is performed is required by law to have a license. So, if your song is in a TV commercial that is broadcast, the network or station is required to have a license for the song, and to pay you for the use of that song every time the commercial is broadcast. The performing rights organizations have established a licensing system that simplifies the commercial use of music whereby songwriter, composers, and music publishers are compensated for the use of their works. The current law includes music transmitted by radio, TV, cable, Internet providers, and satellite transmissions of music. The performing rights organizations have been granted the right to collect royalties for the songwriters, composers, and publishers.

Legal Disclaimer: Always seek legal council in your area or areas you intend to use others work to market with in for any clarification or issues you may face. OPC Marketing is not a legal council firm and does not give any legal advice. Contact OPC.

Pricing

On hold messaging hardware systems can cost anywhere from a few hundred to about a thousand dollars, excluding programming or message production costs. Not all services will require that you buy the hardware, however. It might already be included in what you already have buts it's never been turned on or ever been connected?

A typical production runs three minutes and contains four to six messages. Over time, the cost of programs can easily exceed the initial cost of the message-on-hold unit. Expect to pay $200 to $400 per customized production for your location. This should cover all fees including custom copywriting, licensing of music, voice talent, sound effect, and the actual production of the commercial.

The more times you change the on hold message annually due to seasonal selling, the price per production can drop. If your company regularly offers new promotions, unlimited changes are also available for a monthly fee. Industry wide, the average client changes their on hold commercial four times a year. Prices for program costs can also drop significantly as you distribute the production across multiple locations. You may want to see what type of marketing opportunities you going to be offering each year and develop all the messages at once for consistency reasons.

Pre-recorded generic commercials are also offered by some vendors. With this type of on hold message, you simply purchase a CD and pop the message right into your system. No opportunities for customizing your on hold message with your company name or specific promotions exist. Expect to pay about $75 per CD. .Contact OPC.

Tips and Advice

Before jumping in with both feet... Watch the competition, thinking of playing a radio station on your MOH system? Check whether your competitors advertise there. You don't want to provide them with unintended endorsements, or the opportunity for extended shopping by customers who are ready to buy on the spot. They may become confused and go off to shop elsewhere.

Great voices cost extra, they make people more relaxed. Uncle Lenny maybe the family's favorite comedian but may lack the professionalism of a pro to get buyers motivated to visit and pull out their wallets. Listen to samples of the professional voices that an MOH vendor utilizes before committing. If you end up unsatisfied with the offerings, you may have to pay extra to hire outside help. Also be sure that any branch offices not in the area where the voice talent originates have matching accents to the areas you want to cover to be politically correct. A southern twang will not relate to a New England person calling into the Boston office, and vice versa.

Check out your vendor's flexibility; be sure to find out about vendors' purchasing policies for reuse and ownership. Look for a firm that is flexible with recording contracts and outlines future pricing levels. Also, make sure you can upgrade if you find you need more recordings or significant changes to your original messages than your initial contract stipulates.

Make sure you get all you pay for if you sign up for a package of multiple programs, keep track of the commitment.

Good voice talent is in big demand and don't be surprised to find out their maxed out during seasonal requirements. If an MOH service is holding your master .wav file, find out how long they wait before deleting them, or if they back them up. Always back up your recording files and Hollywood type scripts you receive just in case you want to reuse them at a future date.

Don't lose sight of all the benefits of your message on Hold system and selling opportunities!

When you put your callers on hold, you have a captive audience... perfect timing for your own voice on hold/IVR message.

Would you like your customers to know more about your products and company? Want them to ask about products or services they didn't know you offered? Visit your web site more often? Learn about new products?

OPC Marketing's Voice On Hold/ IVR services will target that captive audience with up-to-date information that will build additional business and initiate new business. Let our professional voice talent communicate that message direct to your best market: the customers calling your company.

OPC Marketing Voiceover's can call in or upload your voice on hold or IVR message with your current MOH system, or your voice-on-hold files can be sent as an attachment in MP3, WAV, AIF, file format by FTP or whatever you require. And OPC Marketing Professional Voice talent can produce your on-hold message with or without music using one of several licensed music libraries.

OPC Marketing voiceover's specialize in MOH (Message on Hold), IVR (Interactive Voice Response), ACD (Automatic Call Distributor, In-Store Messaging, Voice Prompts, Automated Attendant, Public Address Announcements, Political Messages and anything telephony related to voice on hold or voice broadcasting.

A skilled voice talent with 9 years experience in hardware, software and production, OPC Marketing Voiceover team will project the professional image your company deserves.

Click OPC's On-Hold/IVR Video Demo and hear and see for yourself. [Coming Soon]

Need hardware, software, voice talent and production for your project? Contact OPC for rates.