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Do your callers on hold care about the “where”?

local_sections_3128753_574Nothing grabs a consumer’s attention today like the word “local.” Anything that is locally grown, sourced, manufactured, designed, etc. is considered to be better, whether it’s fresh veggies from the farm down the road or clothing made in the USA.Why not entice callers with what’s “local” about your business while they wait on hold?

For food establishments, “local” has a lot of connotations…fresher, healthier, supportive of the community, environmentally friendly. Be sure to let your callers on hold know if you serve wine from the local winery, source your meat products from local butchers, send viable excess raw ingredients to local food recovery programs or hire local musicians to perform in your restaurant or lounge.

If you offer healthcare services, “local” may have a different meaning. For instance, do you have a multi-lingual staff to accommodate the major languages spoken within your community? Tell callers about your local support groups, screenings and community outreach, or share the convenience of having laboratory or diagnostic services right on premises.

Hotels and resorts can capitalize on “local” as well by offering guests an authentic local experience in their décor, food services and nearby attractions. Share information with callers about your walking tours of the city, parks or landmarks. Highlight the locally inspired cocktails served in your lobby bar. Emphasize how you will make them feel like a “local” throughout their stay.

Local also can be appealing to non-locals. Did you ever buy a gift for someone or a memento for yourself that represented your travel experience such as coffee beans from a craft roaster in Brooklyn, a Burberry scarf from London or a bottle of wine from Napa Valley? If what you make or do has “local” value, why not send the message out during that critical first point of contact…a phone call.

Check out this related article on geographical branding for interesting tips and trends.

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OHMC EXPANDS URGENT CARE CLIENT BASE

Succasunna, NJ, March 29, 2017– On Hold Marketing & Communications (OHMC) recently signed an agreement with Circle Urgent Care of Staten Island to purgent carerovide On Hold Marketing services to two new locations. OHMC has been working with Circle Urgent Care since 2014 to promote the medical facility’s capabilities and services to callers on hold.

“Urgent care is still unchartered territory for many people,” says OHMC President Jim Mathis. “Assuring callers that this is a safe and sound option for urgent medical needs is critical and that is what comes across in Circle Urgent Care’s on hold message.”

A leader in telephony services for the healthcare industry, OHMC creates on hold marketing messages for more than 10 divisions of New York Presbyterian Hospital/Columbia University Medical Center as well as a variety of private health care facilities and doctor’s offices. In addition to Circle’s Victory Boulevard location, OHMC is now serving the urgent care facilities on Amboy Road and Richmond Avenue on Staten Island.

On Hold Marketing & Communications (OHMC) is a premier provider of telephony messaging programs to businesses in more than 48 countries worldwide. Multi-property clients include Marriott Hotels & Resorts, Intercontinental Hotels and the Darden family of restaurants. OMHC also provides telephony, web audio and voice prompt recording services to companies in a variety of other industries including healthcare, beauty and automotive. Persona Business Music, a subsidiary of OHMC, offers custom curated music services.

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If you would like more information about this topic, please contact Eileen Seiler at (516) 823-3400, Ext. 33 or email at eseiler@onholdmktg.com

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Eight ways to shake up your on hold message

women on phoneWhen you’re speaking to a potential customer, you often can tell when interest is starting to wane and you need to kick the conversation up a notch. But, with callers on hold, you have no way of knowing if or when they tune out. Here are a few ways to liven up your on hold message and keep callers engaged.

  • Tell them something they don’t know: While it’s important to have all the basics such as location, hours, website and the details about your product or service, it helps to include a “Did you know…?” It can be something small, but useful. For example: “Did you know our pharmacy has a notary public? Or it could be something intriguing like: “Did you know Porterhouse steak was first served at this restaurant?” There’s always something new to talk about.
  • Vary the voices: Alternating between a male and female voice for each paragraph of your message will capture your caller’s attention. Also, if you choose to include a quote or a testimonial, use a different voice to make it stand out from the rest of the message.
  • Make your callers smile: Adding humor to your message, when appropriate, will catch callers off-guard and make a lasting impression.
  • Ask a pointed question: Get your callers involved by asking a pointed question that relates directly to a want or need. For instance: A dentist’s office may ask: “Do dental visits make you anxious?” The follow up would detail what procedures they use to lessen your fear. Another question for any business could be: Are you looking for a unique gift for a celebration or holiday?” Again, the follow-up would mention gift cards for your product or service.
  • Include sounds and exclamations: Short bursts are great for breaking the spell when your caller starts to tune out. Put in a “Wow” when describing a great deal or an “MMM” when talking up your baked goods or homemade soups.
  • Make it personal: Some messages lend themselves to conversational tones. Invite callers to your restaurant for lunch. Welcome them to your new medical or legal practice. Make them feel at home at your hotel.
  • Mix up the music: The background music you choose can really make a difference. If you have found a background that really resonates with your business, then it’s good to keep the consistency. If you prefer changing it up once in a while, try new genres like blues, a Latin beat or orchestral music.
  • Connect with current events: Be sure to include references to trends in your industry. For example, medical facilities can talk about new technologies or procedures and direct callers where to go for more information. Accountants can mention how new laws will affect your taxes. A restaurant can promote gluten-free or vegan options.

(Illustration credit)

 

 

 

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ON HOLD MARKETING & COMMUNICATIONS PARTNERS WITH HABTOOR HOSPITALITY GROUP TO EXPAND PRESENCE IN DUBAI

roomSuccasunna, NJ, February 13, 2017– On Hold Marketing & Communications (OHMC), an industry leader in telephony messaging services and technology has been selected by the Habtoor Hospitality Group to provide on hold messaging for the Metropolitan Hotel in Dubai.

OMHC has an existing presence in the United Arab Emirates (UAE) with its Marriott clients including the Autograph Collection by Marriott La Ville Hotel & Suites City Walk Dubai and Habtoor Grand Beach Resort and Spa and Marriott Executive Apartments Dubai Creek and Al Jaddaf.

“Dubai is a mecca for business and leisure travelers and the revitalized Metropolitan Hotel now offers a contemporary and comfortable option,” says Jim Mathis, president of On Hold Marketing and Communications. “OHMC is excited to add a refreshing new voice and persona to this re-imagined iconic property.”

On Hold Marketing & Communications has equipped the Metropolitan hotel with the Premier Hybrid 7600 Digital Announcer that enables seamless remote delivery and management of on hold messages and updates in mp3 format within 60 minutes. The wall-mounted unit is easy to install and set up. And, once installed, no further operator intervention is required.

The Habtoor Hospitality Group operates a collection of luxury hotels in the UAE and internationally through strategic partnerships with other major hotel groups such as Marriott International, Hilton and Starwood Hotels and Resorts.

On Hold Marketing & Communications (OHMC) is a premier provider of telephony messaging programs to businesses in more than 35 countries worldwide. Multi-property clients include Marriott Hotels & Resorts, Intercontinental Hotels and the Darden family of restaurants. OMHC also provides telephony, web audio and voice prompt recording services to companies in a variety of other industries including healthcare, beauty and automotive. Persona Business Music, a subsidiary of OHMC, offers custom curated music services.

If you would like more information about this topic, please contact Eileen Seiler at (516) 823-3400, Ext. 33 or email at eseiler@onholdmktg.com

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DELTA HOTELS BY MARRIOTT SELECTS ON HOLD MARKETING & COMMUNICATIONS AS PROVIDER OF CHOICE

Succasunna, NJ, January 19, 2017– Delta Hotels by Marriott has chosen On Hold Marketing & Communications (OHMC) as its provider for on hold messaging servDeltaices. The Delta brand currently operates 30 hotels in more than 50 countries and territories throughout the world with 100 new properties currently in the pipeline. Delta Baltimore Inner Harbor and Delta Hotels by Marriott Whistler Village Suites in British Columba, Canada are the first to implement OHMC’s branded professional messaging program.
“As with all of our Marriott clients, we are pleased to be serving the Delta Hotel brand with a fresh, consistent voice that reflects its unique persona,” says Jim Mathis, president of On Hold Marketing and Communications. “We look forward to welcoming new properties and growing alongside Delta as they continue to expand in the US and worldwide.”
Delta Hotels by Marriott offer upscale accommodations for business and leisure travelers with an emphasis on streamlined services and uncomplicated guest experiences. The brand’s motto, Simple Made Perfect, reflects its mission to elevate the essential aspects of travel.
“Delta has tapped into a key need for stress-free travel with its brand strategy, says Mathis. “Our team at OHMC has partnered with them to create a crisp, engaging message that resonates with callers.”
On Hold Marketing & Communications equips the Delta hotels with the Premier Hybrid 7600 Digital Announcer that enables seamless remote delivery and management of on hold messages and updates in mp3 format within 60 minutes. The wall-mounted unit is easy to install and set up. And, once installed, no further operator intervention is required.
On Hold Marketing & Communications (OHMC) is a premier provider of telephony messaging programs to businesses in more than 35 countries worldwide. Multi-property clients include Marriott Hotels & Resorts, Intercontinental Hotels and the Darden family of restaurants. OMHC also provides telephony, web audio and voice prompt recording services to companies in a variety of other industries including healthcare, beauty and automotive. Persona Business Music, a subsidiary of OHMC, offers custom curated music services.

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Professional On Hold Messages Speak Volumes

Young singing women with microphoneIf you were to hire an employee as part of your customer-facing communication team, you would expect them to be capable of talking about your brand in a professional, clear and accurate manner, using just enough of the right words to attract interest for your product or service. The same holds true for your on hold message. It needs to be as professional and engaging as your sales staff, enticing your callers to want to know more.

“Companies often make the mistake of thinking anyone in the office can create and record a message on hold,” says Jim Mathis, President of On Hold Marketing & Communications. “This saves money in the short term, but ends up putting callers off and risking a hang-up before a personal connection gets made.”

Experienced on hold message readers are trained professionals. Far from just reading a script, they learn to correctly pronounce and enunciate words and add inflections to convey the meaning and tone of the message. In addition, the material being read requires the clarity, composition and marketing expertise that only a professional writer can provide.

“Messages that are long-winded or badly composed and read by amateurs will simply be annoying to callers,” comments Mathis. “This defeats the whole purpose of on hold marketing.”

The final element of a professional message on hold program is customer support. It’s rare that on hold messages are static. Most require frequent or seasonal updates, fresh new deliveries, or a change of voice or music background as well as the addition of an auto attendant message or web. Message on hold providers who truly understand their clients’ marketing needs can become value-added partners in developing the right MOH program and content as clients’ needs change.

“The first thing we do at On Hold Marketing & Communications is to sit down with a client and talk about their company persona and marketing message,” Mathis explains. “We follow that up with individual attention from our scriptwriters and customer service associates. Nothing goes out until it reaches everyone’s highest expectations.”

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Priming the On Hold Pump for the Holiday Season

imagesThink it’s too early for your holiday message on hold? Think again. Despite the fact that early promotion of holiday products sometimes elicits groans, it also gets consumers primed for holiday purchases…whether they realize it or not.

“The period before callers on hold are full bore into their holiday agendas, before any purchasing decisions are made is the best time to peak their interest in your product or service,” says Jim Mathis, president of On Hold Marketing & Communications. “Why not be the first restaurant to mention your holiday event capabilities, the first bakery to tempt your callers on hold with your pie selections or the first salon to talk up holiday gift certificates?”

Pre-season messages on hold give callers time to plan ahead and check items off their task lists before crunch time sets in. Your on hold message should contain pertinent information on holiday hours, season-specific products or services, sales and specials, vacation or spa packages or venue availability. Let your callers on hold know how you can accommodate their office parties, ensure transportation to and from airports, have those gourmet baskets or flowers sent out on time. You can also use your on hold message to direct callers to your website or blog for upcoming holiday events and specials. Highlight all the ways that your personalized and convenient service takes the stress out of holiday planning.

“Most businesses are impacted in someway by the holiday season,” says Mathis. “Use your on hold message to leverage what you have to offer with the needs of your callers.

See related articles:
How to Own the Consideration Phase: Professor James Loomstein on Marketing Smarts.
25 Holiday Marketing Tips and Ideas

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On Hold Marketing & Communications and TruMobility Team Up to Offer Marketing Solutions

On Hold Marketing and Communications (OHMC), a leading provider of professional on hold message programs for businesses in 33 countries throughout the world is partnering with connectivity expert TruMobility to enhance the effectiveness and flexibility of telephone marketing tools. OHMC’s on hold message programs will be offered as a value-added service to TruMobility customers.

TruMobility offers a hosted PBX system as an alternative to traditional phone systems. With enterprise class performance and no up front equipment purchase or maintenance, the system is simple to use and automatically upgrades as technology improves. Because users are not sharing a network with thousands of others, line degradation and delays are eliminated.

The TruMobility VoIP phone system also seamlessly integrates mobile technology with office-based functionality at a lower cost and higher quality than current systems on the market. It gives mobile phone users nationwide voice, text and 4G access to all of the features of their desk phones.

“A user can port an office phone to a cell phone and still get all of the nuances, like an on hold message, that give the call a professional quality,” says On Hold Marketing & Communications president, Jim Mathis. “This scenario also increases the marketing value of an on hold message as working away from the office becomes more common.”

True Mobility customers will have a choice of three OHMC “Voice of Your Business” message on hold packages, starting at $99.95 per month, which include on hold and auto attendant messages created by experienced audio scriptwriters, recorded by professional voice talent and paired with selections from an extensive library of background music.

An on hold telephone message is a “must have” these days,” Mathis says. “It should be in everyone’s marketing toolkit no matter where you are doing business…and True Mobility can help us make that happen.”

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Have you listened to yourself, lately?

Young Man On Phone Using Laptop At HomeThere are many ways to impress customers who call your business, including using on hold messages to spark interest and provide information until you can take the call in person. But there may be one very important call that you are missing. And, that is the one your make to your own business to ensure your on hold message is timely, correct and working properly.

It’s easy during a busy season to let information on events, specials or seasonal messages linger past the relevant time frame. But, having wrong information on your on hold message can be worse than no message at all, A change of hours, location or personnel is even more critical to address immediately. And, believe it or not, technology doesn’t always work the way it should. Equipment failure or muddled voices can send a very different message to your callers on hold.

When you receive a new on hold message, listen to it carefully to make sure that everything is how it should me from the pronunciations and tone of voice to the background music. Once it is downloaded to your system, call in and listen to what your customers on hold are hearing. Your phone equipment can impact the sound and quality of your message. So, you also may need to make adjustments such as turning the volume up or down to produce the crispest output.

In addition to calling in to your own business regularly, it is important to plan ahead and have a new message ready to go once a promotion or seasonal special has ended. For example, don’t wait until mid January to change the holiday language in your message. Get a post-season message in the works before the current season ends.

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AC Hotels Adopt OHMC On Hold Persona

photo5jpgFive AC Hotels by Marriott throughout North America, South America and the UK have a new “employee” who they will never see, but who often will be a customer’s first point of contact. Working with On Hold Marketing and Communications, these AC hotels have implemented a professional on hold messaging program that reflects the AC by Marriott brand’s uncomplicated, design-lead accommodations.

“We are working with AC hotels in a host of exciting cities from Birmingham in the UK to San Jose and Rio De Janeiro,” says Jim Mathis, president of On Hold Marketing and Communications. “We’ve created a script that speaks to a new generation of travelers and combined it with a voice and background music that embodies the AC Hotel’s modern sophistication.”

OHMC equips the AC hotels with it’s multi-location clients with the Premier Hybrid 7600 Digital Announcer that enables seamless remote delivery and management of on hold messages and updates in mp3 format within 60 minutes. The wall-mounted unit is easy to install and set up. And, once installed, no further operator intervention is required.

“We think this is a great solution for AC Hotels,” says Mathis. “The polished quality of the message and the simplicity of the delivery method fall right in line with the AC persona.”

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