Queue message: what do you say while the customer waits? A practical guide

First, let's define the basics: what is an on-hold message?

An on-hold message is an audio message a caller hears between the welcome message and actual contact with a member of staff.

In practice, you often hear a standard phrase like, "All our staff are currently busy," followed by minutes of silence or unengaging repetition. However, a good on-hold message does more than just announce that you are busy. It offers perspective, reduces the perceived waiting time, and provides an alternative where possible.

Studio tip: In the studio, a text often looks very professional on paper, but when read aloud, it suddenly sounds distant. Write conversational language, not written language. Short sentences with natural pauses sound genuine and reassure the caller.

Next, structure your message in clear steps

To ensure your caller doesn't hang up, build the text logically. A proven order ensures clarity:

1. Confirm the situation without piling on apologies: Briefly state that the call is being handled. Stating this kindly once is enough; repeated apologies only cause frustration.
2. Provide a realistic timeframe: If your system allows it, mention the number of callers waiting or the estimated waiting time. This gives the caller a sense of control.
3. Offer a digital alternative: Mention where simple matters can be handled faster, such as an online portal or a knowledge base.
4. Add a reassurance: Let the caller know they will keep their place in the queue.

Tip: Keep the total text for each message under twenty seconds. Callers don't remember long instructions while they wait.

Choosing the right tone of voice for your phone system

The way a message is recorded determines how the waiting time is perceived. A rushed or overly cheerful voice can be counterproductive when someone is calling with an urgent problem or a complaint.

Choose a calm, warm tone of voice that radiates trustworthiness. An experienced voice actor knows exactly where to place the emphasis to convey empathy, without sounding artificial. Especially for multilingual organisations in Belgium, it's important that pronunciation in Dutch or French flows naturally.

Tip: Let the music under the on-hold message fade in gently and choose a melody without harsh peaks, so the voice always remains intelligible.

How to set up the ordering process for your phone messages

Having professional audio messages recorded for your phone system follows a few clear steps:

1. Map out your menu structure and texts, then contact us or create an account.
2. Listen to voice samples and select the suitable voice for your desired brand image, or request a trial recording.
3. Confirm the booking and order. The recordings will then be delivered according to the correct technical specifications for your phone system.

Tip: Always provide your texts with phonetic instructions for brand names or technical terms, so the pronunciation is flawless from the start.

Finally: avoid these common pitfalls

In the studio, we regularly see scripts that unnecessarily burden the caller during their waiting time. Make sure you avoid these pitfalls:The repeat loop is too short: a message that restarts every fifteen seconds quickly becomes tiring. Add at least thirty to forty-five seconds of music between spoken sentences. Offering too many choices: refer to a maximum of one alternative channel, such as your website. No one remembers a list of three different web pages. Leaving outdated information: do not mention temporary disruptions or seasonal busy periods in a fixed queue message, unless you update it immediately afterwards.

Tip: Call your own switchboard at least once a quarter to hear what the experience feels like from the other side of the line.