When you think about your company’s brand voice, you probably picture website copy, social media captions, or email campaigns. But there’s another, often overlooked, place where your brand’s voice is just as important: your phone system.
Specifically, your messages on hold.
Whether you run a busy call center or a small local business, every interaction with a customer is a chance to reinforce your identity, and that includes the moments they spend waiting on the line. If your hold message feels outdated, robotic, or off-tone, you could be sending the wrong message about who you are and what you stand for.
Why Brand Voice Matters on Hold
Your brand voice is the consistent personality and tone your business uses to communicate with the world. It’s what makes you sound human instead of just functional. It builds trust, creates recognition, and influences how people feel when they interact with you.
Now imagine a customer calls your company and gets placed on hold. If they hear a generic, emotionless voice reading a vague message, that disconnect can create confusion, or worse, frustration. But if the voice and messaging reflect the same tone, energy, and personality as your brand, the experience feels seamless and professionally crafted.
What to Say (and What to Avoid) in Messages on Hold
Not sure how to align your on-hold messages with your brand voice? Here are some do’s and don’ts to guide you:
DO: Match the Tone of Your Brand
- If your brand is friendly and informal, your message can use casual language and a warm tone.
Example: “Hey there! Thanks for calling. We’ll be with you in just a moment.” - If your brand is more serious or formal, stick with clear, polite, professional phrasing.
Example: “Thank you for calling. A representative will assist you shortly.”
This subtle consistency helps build brand trust and keeps the caller experience aligned with the rest of your customer journey.
DON’T: Use Generic or Cliché Phrases
Avoid overused lines like:
- “Your call is important to us…”
- “Please continue to hold…”
- “We’re experiencing higher-than-normal call volumes…”
They sound impersonal and can make your business feel outdated or uncaring. Instead, write custom scripts that reflect your company’s values and voice.
DO: Provide Useful Information
Use hold time to offer value. This might include:
- Your business hours or location
- Updates on seasonal services or promos
- Encouragement to visit your website or follow you on social media
- Answers to common questions
Done well, this keeps callers engaged and can reduce the number of questions your team receives.
DON’T: Bombard with Too Much Information
While hold time is an opportunity to share, it’s not the time to overwhelm. Avoid long, run-on messages or cramming multiple topics into one audio segment. Stick to clear, concise messaging, and always break it up with music to give the caller a mental pause.
DO: Invest in Professional Voice Talent & Music
This is where many businesses miss the mark. A poorly recorded message using in-house staff and royalty-free music found online can come off as amateur. Instead, work with professionals who can:
- Help craft your script
- Use voice talent that fits your tone
- Provide licensed, high-quality music tracks
- Ensure clear, clean audio for phone playback
Your Voice, Your Brand
Your on-hold messaging might seem like a minor touchpoint, but it plays a big role in shaping how customers perceive your business. When that voice truly reflects who you are, whether it’s friendly and quirky or polished and professional, it creates a more cohesive brand experience and makes customers feel more connected to you.
Who Can Help?
If you’re ready to upgrade your on-hold experience and give your brand voice the polish it deserves, Amazing Voice is here to help.
They specialize in crafting professional, on-brand phone messages and music on hold for businesses in every industry. With a wide selection of royalty-free music, a global roster of voice talents, and lightning-fast turnaround, Amazing Voice ensures that your callers hear exactly what your brand stands for, even when they’re waiting.
