{"id":24117,"date":"2024-03-06T06:51:07","date_gmt":"2024-03-06T06:51:07","guid":{"rendered":"https:\/\/studio52.tv\/blog\/?p=24117"},"modified":"2025-04-07T10:24:47","modified_gmt":"2025-04-07T10:24:47","slug":"benefits-of-on-hold-messages-in-call-centre","status":"publish","type":"post","link":"https:\/\/studio52.tv\/blog\/benefits-of-on-hold-messages-in-call-centre\/","title":{"rendered":"6 Benefits and Best Practices of On-Hold Messages at The Call Centre"},"content":{"rendered":"\r\n

According to SQM’s research, call centres put approximately 46% of customer support calls on hold. This hold, however, is more than a temporary inconvenience; it has far-reaching implications. Another SQM Research says when callers are on hold, the top box response for Customer Satisfaction (Csat) drops by 13%, while First Call Resolution (FCR) drops by 16% compared to uninterrupted calls.<\/span><\/p>\r\n

Hence, such call centre holds can significantly impact your yearly revenue. It could also lead to a declining customer satisfaction rate in your business. However, you can improve it with a tailored on-hold message.<\/span><\/p>\r\n

An on-hold message is a recording that lets the caller know they are still connected. Depending on the phone system message settings, a business can mix multiple messages or repeat the same set during a call. On-hold messages<\/a> are highly beneficial to engage callers and increase customer satisfaction.<\/span><\/p>\r\n

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