Avoid Corporate Speak in On Hold Messages

Here’s a quick marketing tip: avoid corporate speak in on hold messages and digital music on hold.

The sound of a phone ringing is amazingly similar to the sound of opportunity knocking. If a potential customer gave you 30 seconds to say anything you want, would you take that time to make yourself sound smart? Or would you want to show them a direct path to success with your solution?

Yes, every customer touchpoint deserves attention, yet many overlook the message on hold. According to SQM Group, 46% of callers are placed on hold when speaking with an agent, with an average hold time of 55 seconds. How will they feel?

abandoned (silence on hold)
cornered (high-pressure sales pitch)
unimportant (music with no communication included)
insulted (“your call is important to us…”)
patronized (corporate speak in on hold messages)

Today, let’s just check ourselves for “corporate speak”. It has no place in the on hold message because you’re trying to make the caller feel welcome; among friends.

Friends have a way of talking. It’s honest and plain. Sincere.

Elwood Said It Best

In the delightful 1950 movie Harvey, starring James Steward as Elwood P. Dowd, provides a worthwhile bit of advice:

“‘In this world, Elwood… you must be oh so so smart, or oh so pleasant…’ I recommend pleasant. You may quote me.”

People prefer pleasant, especially on the phone!

Example of Corporate Speak in On Hold Messages

Consider this dizzying verbiage:

At the genesis of any systems integration, one of the most salient challenges is the constant need to upgrade technology. Therefore, in an ongoing effort to become a more efficient and relevant organization, we have assumed a leadership position in the industry, to assure you that your trust and confidence shall not be misplaced.

So refined! So polished! So off-putting.

An alternative might be:

One thing you can always count on: technology continues to change. When you choose to to business with us, you can be sure the technology and tools we offer are up to date.

Simple, friendly, conversational tone and ideas are important. Instead of trying to sound smart, why not sound friendly?

6 Tips to Ditch Corporate Speak

Now that you can identify ornate corporate language, it’s time to try these tips to make your on hold messaging more human.

1. Speak Like a Human

Start using everyday words. Swap “utilze” for “use.” Replace “endeavor” with “try.” Avoid saying things like “we appreciate your continued patronage” when you simply say, “Thanks for sticking with us.”

Instead of:

We appreciate your patience while we work toward resolving your inquiry.

Try this approach:

Thanks for hanging in there—we’re working to get you answers.

2. Be Specific. Avoid Vague Statements.

Cut the jargon. If you’re referencing a new feature or improvement, name it. Let callers feel included, not excluded by buzzwords.

Instead of:

We’ve optimized our multi-platform solutions to better serve client expectations.

Try:

Our new, fast mobile app makes it easier to manage your account on the go.

The last example here is shorter, simpler, but it also gives the caller more information. It specifies:

the “multi-platform solution” (the new mobile app)
how they “optimized” it (they made it faster)
how it “better serves client expectations” (customers will use app on mobile devices so they can access vital services any time and anywhere)

3. Use Active Voice

Engaging messages should feel direct and confident. Passive voice feels evasive—like the person committing the act is running away from responsibility. Active voice builds trust. It also gives your messages a conversational tone.

Instead of:

Your call is being transferred.

Try:

We’re connecting you to someone who can help.

4. Use Light Humor to Add Warmth

People are sometimes funny. We don’t need to be laugh-out-loud funny, but a little warmth can ease tension when it’s appropriate.

If someone is calling your company, they are probably experiencing a problem and they aren’t too happy about it. You can use light humor to break the ice without sounding like you are trivializing the problem or making fun of the situation.

It lightens the mood.

Instead of:

Please hold while we troubleshoot your issue.

Try:

We know hold music isn’t a concert, but we’re tuning up your service backstage. Thanks for waiting!

You can then introduce digital music on hold to fill the silence and improve the general mood and atmosphere of the call. This transforms a user experience that would be frustrating, bothersome and tedious into something engaging.

5. Less Is More

Keep it short. Long-winded scripts lose people. When businesses try to fill gaps in on hold time, they often pad the message with fluffy phrases that say very little. Instead of cramming in unnecessary words, say what matters—and let silence team up with the right digital music on hold.

A well-chosen track creates a better atmosphere that keeps callers engaged without needing constant narration. Brevity paired with tone-appropriate music can make your message more impactful and memorable. A digital music on hold system allows you to use popular and relevant music for your calls.

6. Avoid Jargon in On Hold Messages

There are many lists of business-talk “watch-words” to be avoided. For example, Forbes Magazine published an article based on The Most Annoying, Pretentious And Useless Business Jargon.

bleeding edge
core competency
best practice
leverage…

Forbes says, “all that meaningless business jargon makes you sound like a complete moron.”

Improve Your Customer Experience

People don’t trust overly polished language. They trust clear, kind, and honest communication. That’s what makes on hold messaging worth listening to—and what turns hold time into brand time.

Here are a few sources to learn more about great On Hold Messages from Easy On Hold:

Make your hold messages stand out—try these creative tips now!

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