Frequently asked questions

Policies

Are there more hold music options than featured on your website?


Definitely! We offer thousands of background music selections for your on hold marketing message. While we work hard to feature the best music selections on our website, hand-picked to sound great on a phone system, ask us if you are looking for something more specific.




What is the Return Policy?


We're confident you'll love our product! While there are no "returns" because every production is completely custom made, we do have a 60 day satisfaction guarantee. This means if you are unhappy for any reason, we will continue working hard until you are 100% satisfied, even if that means we need to reproduce the message with new voice talent, change the script, or update the music background. We are fully committed to making you beyond satisfied!




What is the Cancellation Policy?


All of our plans are automatically renewed at the end of each contract term for a period of one (1) year and each (1) year term thereafter, unless either party notifies the other of its desire to change or cancel within thirty (30) days after the end of the contract term. If you have not used any on hold message productions in the current service year that you intend to cancel, On Hold Marketing Works reserves the right (but is not obligated) to release you from the terms of the service agreement.





The Process

Do I have to write my own on hold script?


We do all the work for you! After a brainstorming session, one of our very talented Copy Writers will use both your website and your feedback to create the first draft hold marketing script. Once you've had a chance to review the rough draft, we will setup a scripting consultation call to go over changes and discuss voice and music backgrounds to portray the right audio branding image for your business. You are encouraged to make edits and suggestions until the script is 100% perfect. Once the script is formally approved by you, we then go to recording and production.




How long does it take to produce a hold message?


From the time you approve your on hold marketing script & choose voice talent and music backgrounds, we guarantee a studio production turnaround time of 5 business days or less. If you need a new message produced within 1 or 2 business days, a rush fee may apply.




What is a Specialty Voice Talent?


A specialty voice talent is someone who can either speak another language (for example, if you need an on hold message in both Spanish and English) or a specific accent, such as British, Australian, Southern, etc. We also feature children and teenager voices! Specialty voice talents have the ability to make an on hold message sound unique and engage an audience in different ways. For instance, a child's voice is instantly engaging when calling a pediatric clinic or dental practice. A smooth British accent catches one's attention when calling a luxury retail store or car dealership. The possibilities are endless!




Can you include sound effects in my on hold message production?


Yes! We have a huge library of sound effects to add a creative vibe to your on hold messaging. Whether it's a crowd cheering, a ghost sound, or a cat meowing, we've got it.




How long will my on hold message be?


Our standard on hold message is between 4 to 6 minutes long for the average business. Call Centers and businesses with longer hold times may opt for a longer hold message with a greater amount of music in between announcements. Studies say the average phone call is placed on hold for an average of 45 seconds. Ideally, your caller should hear different content every time they ring your business for maximum marketing and customer service impact.




How do I get the on hold message onto my business phones?


In our initial sales consultation with you, we will discuss phone systems and determine how the hold message will be installed. Traditional phone systems generally require an on hold player which are available for sale through us. We are always available by phone to walk you through this installation, which is usually as simple as plug-and-play. Cloud phone systems and some VOIP systems do not need any equipment. We are happy to help install the audio file for you or give you step-by-step tech support instructions. In rare cases, for complicated or old on-premise phone systems, a phone service technician may be required.





Equipment & Installation

Do I need any equipment?


This completely depends on your phone system, and we recommend that you give us a call to determine how your on hold message and music will be installed on your business phones. Cloud Phone Systems: You will not need any extra equipment to play an on hold message on your phone system. Lucky you! Usually, your cloud phone provider gives you a login to a virtual dashboard online where you can upload a music audio file directly into your phones in either a WAV or MP3 format, which we will provide to you. Store Bought "Small Business" Phones (AT&T 1040, 1070, 1080 or any Panasonic KX series are common): You may need an adaptor and an on hold player to plug into your phones. We will need the brand name (found on the front of your phone) and the model number (usually on the back of the phone set) to determine what you need. VOIP PBX Phone Systems: Usually these types of phone systems will need an external on hold player that plugs into the phone system in order to play a custom message. Other PBX Phone Systems: Most PBX phones systems will work with a basic on hold player, which can be purchased directly from On Hold Marketing Works.




What are the different types of On Hold Players, and which should I choose?


If you need an On Hold Player, we recommend 2 types. 1. A USB On Hold Player: This player uses a USB flash drive to load an on hold message onto your phones. We recommend this player if you don't plan to change your message out often, as it is the most affordable option. 2. The I-Link Player: This player connects to the Internet. It's great because we can load your hold message remotely when you need marketing and music changes. We recommend this player to anyone who changes their message 3 or more times a year. We are able to fully service it by uploading new messages and controlling the volume.




Does it cost money to install an on hold player?


It should not cost you anything to install an on hold player. These devices are plug and play, which means a simple installation. On a very rare occasion, older phone systems may require a phone technician to install. If you need help installing your new on hold player purchased from us, one of our technicians will be happy to guide you through the process over the phone!




Can I use an Mp3 player or CD Player to install hold music?


Technically, yes you can on some phone systems. We don't recommend it. These devices are not meant to be played on 24-7 and will eventually break down and stop playing your hold message. On Hold Players are specifically built to continually run day and night. They don't need to be turned off or charged, and they come with excellent product warranties. You'll have less technical issues and hassle with the appropriate equipment.




Is there a warranty for the on hold player equipment?


Yes. We stand behind the equipment we sell. Our I-Link internet connected player boasts a 5 year warranty. Our Premier USB On Hold Player has a 3 year product warranty.





Pricing & Subscriptions

What is included in the price of an on hold music and messaging production?


1. 4 Minutes of Messaging & Music Professionally Produced in a Studio 2. Up to 2 Voice Talents who will read your message 3. Up to 2 Music Backgrounds per production 4. Professional Copy Writing tailored to your business marketing 5. Help installing on your phones




Do you offer Music-Only on hold subscriptions?


Yes - we offer 40+ channels of commercial free, fully licensed and expertly curated music. Some examples of music channels are: Pop Hits Pub Grub R&B Classics Relax Java The Coast 8 Track Sophisticool Latin Groove ... and so much more!





On Hold Messaging & Music FAQ