Toll Free: (888) 942-3232
Phone: (919) 847-5432
ON HOLD:32 2301 Stonehenge Drive, Suite 203, Raleigh, NC 27615
Who develops the script for my messages?
In most cases, our clients prefer to have ON HOLD:32 develop the initial script for them.
We'll gather information from your website, review any existing marketing materials and/or
research information over the internet about your specific industry. Once we come up with
an initial suggested script, we'll e-mail or fax the script to you for your review. Make any
changes you'd like to make to it and submit those changes back to our copywriters. We'll
make the changes and ask you to review the corrected script one more time for approval
before we send it to our studios to be recorded.
How long will my ON HOLD:32 recording be?
A typical on-hold recording is about four (4) minutes in length. It will consist of 5-7 separate messages, with each message approximately 22-25 seconds in length. If your location has hold time longer than four (4) minutes, we can make your on-hold message as long as you like, with a slight up-charge. Your choice of licensed music from our on-line music library will be playing in the background and in between each message.
Who does the actual recording?
Once the script has been approved by you, we voice the scripts in our studios using professional male and female voice talent. They will typically alternate each paragraph so that a caller, who might be on hold for 1-2 paragraphs, will hear a different voice for each paragraph. This alternating approach has been proven to make the callers "more attentive", thus ensuring that they are listening to your marketing message.
Do I need special equipment?
Great news! ON HOLD:32 includes a digital audio processor with our service, at no extra charge to you! This equipment is virtually maintenance-free and comes with built-in flash-memory, which means that your system will not shut down after a power outage. And, for as long as you are an ON HOLD:32 customer, we will service and maintain the system with our 48-hour replacement warranty.
How can I tell if my telephone system is compatible with your on-hold equipment?
Our staff at ON HOLD:32 are very knowledgeable about most business telephone systems, and in most cases, we can advise you of your phone system's compatibility. If we get stumped however, your telephone system vendor can answer that question for us.
Can I install the equipment myself?
In most cases, yes. Most business telephone systems are what we call, "Plug 'n Plays". When the time comes, we'll be happy to provide you with assistance via the telephone. If we determine that your particular phone system is not a "Plug 'n Play", we'll advise you to contact your telephone system vendor to have them send a technician out to install our equipment. This will take them about 15-30 minutes and they will bill you directly for their time.
What if I don't have an actual telephone system? What if I only have 2-4 line telephones? Can I still use ON HOLD:32?
Yes. We also offer specially designed adapters for 2,3 or 4-line telephones that you might have purchased from OfficeMax, Office Depot, Staples, etc. Once we determine the exact model names and numbers of each of your telephones, we'll order the correct adapter for you. There will be a slight up-charge for the adapter. We'll then walk you through how to hook up the adapter, along with our system, onto one of your telephones, and soon you'll be enjoying the same quality on-hold recordings as those companies that have a larger phone system.
Can I choose the music that plays in the background?
Yes you can! Choose from hundreds of music tracks on our website. Click here to listen to our music samples.
Why can't I just plug a radio or CD player into my phone system?
Well, technically, you can. However, there are some issues you need to be aware of before you do. First, it is illegal to re-broadcast copyrighted and licensed music in an on-hold format. The law is very clear on this and many companies have been fined thousands of dollars from the major music licensing organizations such as ASCAP and BMI for copyright infringement. Every CD that you purchase is protected by copyright laws. But more importantly, you have no control over what a radio station plays to your holding callers. They may hear a competitor's advertisement, the radio may become static or worse yet, they might hear something that may be very inappropriate for your callers to hear. (Not very good for your company's image.) With ON HOLD:32, you have total control over what your callers hear while they are on-hold.
When a caller is placed on hold, will they hear the beginning of the on-hold message?
No, and that's actually good news. An on-hold recording plays continuously which allows your callers to hear something different each time they are put on hold. For instance, if someone calls your business today and is put on hold, they may hear paragraphs 2 & 3. If they happen to be put on hold again next week, they might catch paragraphs 5 & 6, thus giving them "fresh" information each time they call in.
Once I sign up for the ON HOLD:32 service, how long does it take to get everything in place so my callers can hear my on-hold message?
The first thing we will do is drop-ship our digital on-hold system directly to your location(s) for installation. Our on-hold system comes with a very professionally recorded, generic on-hold message built right into the equipment that will play on your phones as soon as the system is installed. So, you can enjoy a professional on-hold recording while we develop your customized recording. Meanwhile, our copywriters will have a suggested script written and sent to you for your review within a few business days. Once we receive your changes and/or approval back from you, your completed on-hold recordings will be downloaded to you within fourteen (14) business days, and in most cases, much sooner than that.
How often can I update my messages, and how do I update them?
You should keep your on-hold messages fresh and updated as often as reasonably possible for you to keep up with. We offer four (4) different programs to choose from. Our Premier, top of the line program, allows you to update your messages anytime you want and as often as you want throughout the year. Next, we offer our Six (6) times per year program. Our most popular program is our Four (4) updates per year that can be used anytime throughout the year. Finally, for those businesses that never change their offerings during the year, or who never have repeat callers, we offer a Two (2) updates per year program. Updating is very easy. Simply contact our office and let us know what paragraphs you would like to change, and we'll get started on your update right away.
What if I don't like a finished recording?
Your satisfaction is guaranteed on every recording we do for you. If you are ever unhappy with one of our recordings due to a mispronunciation or an incorrect music bed, simply let us know within three (3) business days of receipt of the production and we will re-record the entire production at no cost to you. We may make a mistake now and then, but it is unacceptable to us to have an unhappy customer.
Do you offer a money-back guarantee?
ON HOLD:32 offers the industry's most Ridiculous Money-Back Guarantee. In fact, there's probably not another company, in any industry, that offers such a Ridiculous Guarantee. Click here to see just how confident we are in making and keeping our customers happy with their on-hold service from ON HOLD:32.
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