Music or message on-hold (MOH) is a
common practice for modern business organizations. If used tactfully on-hold
machines can be a cost effective way to increase your sales. It can play the
role of a sales person without training and salary and other benefits. Here is
an excerpt of how small business can benefit out of (MOH).
Music
On-Hold (MOH)
or playing music to the callers put on hold is a common business practice in
use these days. Most customer service organizations use music on hold machines
to fill up the silence when they place their callers on hold. MOH is
alternatively called “message on hold”, “phone on hold” or “on hold messaging”.
However, if used innovatively music on hold machines can be a great way to
impress your customers while ensuring stronger customer relationship.
As a service provider how can you benefit using music on hold machines?
Do
you simply play music or a radio station when you put your customers or
prospective customers on hold during a call? Don’t you think by playing an
irrelevant music track you are wasting valuable time when a customer or
prospect have called you for enquiry? By
installing on-hold messaging system you can promote your business and increase
sales. Instead of playing a plain recorded music you can utilize the time by
informing your customers about the current offers and development of your
business.
Your music on-hold machine can play the role of a sales person
With
a high-end on-hold marketing machine professionally programmed and customized
you can notify your callers about special discounts, latest offers and
development of your business. Your on hold machine can play the role of a sales
professional for whom you need not provide any training, salary and perks or
any other benefit. This programmed sales person never asks for incentive but
gives perfect presentation every time it attends your customers. Isn’t it cost
effective? Benefits of Implementing On-Hold Marketing Systems
With
an on-hold messaging machine you can do the following -
·
Cross promotion of all products and
services that your company offers
·
Branding and enhancing your company’s
reputation
· Informing clients/ customers/
prospects about your online presence and motivate them to visit your websites
·
Advertising you new product lines and
special offers
· Telling you customers where your
service/products excel from that of your competitors
· Relating your customers with your
company’s mission and vision and the level of expertise and experience of your
employees
Some Important facts
1. When a call comes in if handled
tactfully it can ensure conversion to sale. Unfortunately, 94% of promotional
budget is spent to make the customers call the company while a mere 6% is
allocated to handle the incoming calls.
2.
Most callers hang up when placed on
hold. The study and research reveals that on-hold messaging helps to reduce
call rejection by nearly 90% while increasing the “hold time” to a great
extent.
3. Majority of callers (almost 88%)
prefer on-hold music or messages. Marketing surveys show that almost 20% of
callers make purchases after listening to an offer when they were placed on
hold.
How Music on-hold Equipment Works
There
are two types of onhold machines available in the market. Machines
which are compatible with business telephones with PBX/KSU systems and machines
compatible with regular telephone sets used at home or office. MOH system is
connected to a telephone set through an audio jack on the phone. Music or
message on-hold are played either via physical media like CDs or virtual media
like Radio stations.
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