On Hold Messaging

Call Quality Codec

April 9, 2021

by Rich Moncure It has always baffled me how a fairly seasoned industry like the cellular phone industry could offer such poor on hold audio quality over nearly 4 decades. The frustrating aspect has been that the technology is readily available to heal the wounds. And while I remain amazed at the reality that we can communicate around the world with these wonderful devices, I can’t help but wonder why it is taking so long to mature in the area of basic tone quality. The good news is that the major...

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On Hold Messaging

October 26, 2020

by Rich Moncure I’m sure I will sound old and salty with this blog, but allow me to back up my TITLE statement.  At this very moment, I am on hold with my carrier due to my T-1 service being down that provides Internet and carries some of our voice traffic.  My “on premises” phone system is a reliable "analog phone lines" system, installed in 2005.  It has never failed.  It is fed by two carriers. One of the carriers delivers T-1 to us, with several channels of that T-1 providing voice...

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On Hold Best Practices, On Hold Messaging, Telephone Etiquette, Veterinary

May 10, 2020

A customized On Hold Marketing program is, in reality, your best and most reliable employee. It shows up for work every single day (actually, it never goes home), it never has a bad hair day, or a bad attitude, It never skips work to go fishing, play golf or go Christmas shopping. It's there from open to close, and if you're open every day, it works seven days a week. And not only that, a customized On Hold Marketing program is your most cost-effective marketing tool, especially in a slower...

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On Hold Messaging

February 16, 2020

For the past 5-10 years, the phone companies that provided telephone system connectivity, via copper lines, have been eager to start abandoning support of this infrastructure in order reduce their costs associated with maintaining the copper lines they had been installing and maintaining for over 100 years.   In order to do so, they needed to provide an alternative, which in the case of Verizon, is fiber (Fios).   Now that Fios is so heavily installed and readily available in some areas, Verizon (and other phone companies like them) are announcing that...

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On Hold Messaging

January 3, 2020

As I write this blog, I hope my competitors (who would love to steal my new sales leads) don’t see it and take me up on my recommendation.  The inspiration for this golden nugget of consultancy is that indeed….just last week….I called 5 of my competitors for the sole reason to talk about trends in our industry.  Fortunately, we are friends, attend annual association meetings together, call each other from time to time, and get along nicely for the most part.  To reach these folks, I located their main phone...

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On Hold Marketing, On Hold Messaging, Veterinary

October 8, 2019

Smart Veterinary Practices have a plan to use hold time not only toward their own advantage, but also their caller’s. Your practice benefits because an engaging audio program makes the time on hold seem shorter, resulting in less frustration from the caller. Callers benefit from hearing all the ways your practice can keep their pets healthy and playful.  Pet owners also learn how important it is for them to keep regular check-ups for health and dental care. As with most practices, there is an element of competition with other local clinics,...

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On Hold Best Practices, On Hold Messaging, Senior Care

July 2, 2019

Smart senior care communities have a plan to use hold time not only toward their own advantage, but also the caller’s. Having a few moments of one-on-one time to enhance your professional image with a decision maker or influencer is a rare opportunity. The right on hold messaging is the right communication tool to tell callers your story. What design elements of On Hold Messaging create the right image? The right combination of message content, choice of voices and music will give the caller the right impression, one of a community...

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Customer Service, On Hold Messaging

April 24, 2019

Oh,….it may seem like a little thing to mention this, but are you aware of how you ‘sound’ to your callers?  As we get busy in life, we sometimes neglect to remember a few very simple ‘rules’ in terms of telephone etiquette.  Here are several quick tips and thoughts for consideration. How do team members answer the phone when a customer calls? Do they sound rushed or harried sounding? Do they sound like the young lady that answers the phone at doctor’s office that says….”thank you for calling *&^14%@fb and...

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On Hold Messaging

January 15, 2019

Avaya’s IP Office offering comes in a variety of flavors.  This short blog is intended to help Avaya users better understand their options when it comes to deploying Avaya IP Office music on hold with messaging on their system or systems. The Basics of Adding Music On Hold to Avaya IP Office with Messaging Music on hold with messaging is a service that allows the phone system owner the capability to create their own fully customized messages that play to callers waiting on hold.  Clients may certainly choose to play music only...

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