Call on Hold to Keep Customers Engaged and Informed
Even when your customers have to wait, our call on hold feature keeps them informed and engaged with music or messages. You can handle multiple calls at once, ensuring no call is dropped and everyone gets the attention they deserve. Make waiting feel less frustrating with seamless communication.
What is Call on Hold?
VoIP call on hold allows businesses to pause a call while keeping the caller connected with music or a message. It helps manage multiple calls efficiently over internet-based phone systems, reducing customer frustration and maintaining smooth communication, ensuring no calls are dropped during busy times. This VoIP feature provides the same benefits as traditional call holding, but leverages internet protocol technology for enhanced flexibility and cost-effectiveness.
How to Set Up Call on Hold
Access Your Account
Log in to your admin account, navigate to the call management settings, and locate the call on hold feature.
Activate Call on Hold Feature
Find the "Call on Hold" option within your system's settings and toggle it on to activate.
Customize Hold Messages
Choose from available music or upload custom messages to personalize the caller’s hold experience.
Set Hold Duration
Define how long calls can remain on hold and set rules for extended hold times, like offering a callback option.
Save and Test
Save your settings, then perform a test call to ensure the call on hold feature works as expected.
How Does Call on Hold Work?
When a customer calls, the agent can place them on hold without disconnecting the call. During this time, the customer hears music or a message, keeping them engaged and informed. Once the agent is ready, the call resumes seamlessly without any interruptions, ensuring smooth communication throughout the process.
- Agent places caller on hold.
- Caller hears music or messages.
- Agent completes tasks while on hold.
- Call resumes without interruptions.
Benefits of Call on Hold
Better Customer Experience
Keep your customers engaged with music or messages, making their wait more pleasant and reducing frustration.
Share Important Updates
Use hold time to share key updates or special offers, keeping your customers informed and engaged while they wait.
Boost Your Professionalism
Show your customers that you're organized and prepared, making them feel valued even during busy times.
Improve Call Handling Efficiency
Handle high call volumes with ease, ensuring every customer gets personalized attention without feeling neglected.
Best Practices for Call on Hold
Personalize hold messages and music to keep customers engaged. Regularly update content with fresh information to maintain interest. Monitor wait times to reduce frustration and ensure customers aren’t left waiting too long, improving satisfaction.
- Personalize hold messages and music.
- Regularly update hold content.
- Monitor wait times to reduce frustration.
Avoid These Pitfalls with Call on Hold
- Don’t make customers wait too long leads to frustration.
- Pick hold music or messages that are engaging, not irritating.
- Regularly test your call on hold system to ensure smooth operation.
- Refresh hold messages frequently to keep them relevant and interesting.
- Avoid repeating the same message too often can become tiresome.
- Set up alerts to monitor wait times and prevent long delays for customers.
See What Our Users Think
The ability to customize and hold music and messages has been a game-changer for us. We've even used it to share promotions while customers are on hold, and it’s been a hit!
Rozper's call on hold feature has helped us manage high call volumes without dropping any calls. It’s been smooth sailing, even during our busiest hours.
Thanks to Rozper, our wait times are now more manageable, and the personalized messages keep our callers engaged and informed.
The ease of setting up and customizing the call on hold feature was impressive. It has really added a professional touch to our customer service.
Ready to Improve Your Call Handling?
Let’s make waiting easier for your customers. With our call on hold feature, you can keep them informed and engaged while you manage calls seamlessly.
Frequently Asked Questions
How does call on hold improve customer experience?
Call on hold keeps customers engaged by playing music or messages while they wait. This reduces frustration and helps ensure a smoother communication experience without dropped calls.
Can I customize the music or message while the caller is on hold?
Yes, you can easily customize the hold music or message to reflect your brand, share updates, or inform customers about promotions.
How do I set up the call on hold feature?
Simply log in to your admin account, navigate to the call settings, activate the feature, and customize the hold experience with music or messages.
Will the customer know they’ve been placed on hold?
Yes, customers will hear music or a message while they are on hold, ensuring they know the call is still connected and being processed.
What happens if the agent is busy for too long?
You can set preferences for extended hold times, like offering a callback option or directing the call to voicemail after a certain duration.
