Five useful ideas for your next On Hold script

Answer the question before it is asked

Think about the questions your team answers every day. Delivery areas, appointment preparation, online services and where to find common information can all make useful messages.

Show the breadth of what you do

Callers often know only the service that brought them to you. Use a short message to introduce another relevant service, explain a point of difference or direct them to a useful page on your website.

You can also share recent changes, community involvement, customer support options or an upcoming event. Keep each idea focused so it is easy to absorb over the phone.

Write for the ear

Copy that looks fine on a page can sound awkward aloud. Short sentences, natural phrasing and clear pronunciation notes make a real difference. Our writers shape each script for listening, not scanning.