increase sales with on hold messaging printable final€¦ · participate on twitter: follow...
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Increase Sales with Telephone On‐Hold Phone Messaging
Michael Rappaport, Chief Creative Officer, OMG National
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About OMG National
Who is OMG National?
• Multimedia Marketing Firm
• Based in Plantation, Florida
• 20‐Years Old, 40,000+ Clients Strong
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About OMG National
• Focuses on Small Business Marketing Solutions.
• Newest Products: Corporate Video and Facebook Business Page.
• Core Product: On‐Hold Telephone Message System.
NFIB Member Sales Line @ 800‐789‐4619, Option 3
Up to 50% OFF on On‐Hold Products
10% OFF on Video Products
10% OFF on Branding Products
Free Consultation
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Section 1: Telephone On‐Hold Message Information
Did you Know?: 94% of all marketing budgets are spent on getting a customer to call; 6% is spent on handling the calls once it is received.
‐Inbound Telephone Call Center
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What is On‐Hold to You?
Music?
Radio?
Paid Advertisements?
Silence?
Testimonials?Dead‐Air?
Marketing Space?
ProductInformation?
Directions?
Open Hours?
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An On‐Hold Message is…
A marketing strategy effective in increasing SALES!
Advertising Essential for 25 Years.
Professionally Produced Audio Program.
Used by Millions of Businesses.
Proven Approach to Marketing.
Valuable Campaign Companion.
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Did you Know?
Callers stay on the line up to 25 % longer when provided with On Hold Messaging versus “dead air” or background music
and 17% longer than radio.‐Infomax, Inc.
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If You Answered…
Silence
Loss of 1‐on‐1 Advertising Time.
Major Cause for Hang‐ups.
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Radio
Law Requires License.
Poor Quality / Annoying DJ’s.
If You Answered…
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Music
Does Not Strategically Convert Customers.
Lack of Call‐to‐Action.
If You Answered…
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What can happen to your customerwhen you press the HOLD button
and they are not engaged?
1. Hang Up
2. Shop at Your Competition
3. Second‐Guess Your Service
4. Give a Negative Review
5. NEVER CALL BACK!
Did you Know?: 34% of callers who hang up will not call back. ‐Voice Response, Inc.
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Did you Know?
34% of callers who hang up will not call back. ‐Voice Response, Inc.
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The 3E’s of On‐Hold Messaging:
Educate
Entertain
Enhance
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Educate
Content Topics• Business History.
• Product/Service Description.
• Promotional Campaign.
• Industry News.
Unique Marketing Benefits:
• Capitalize on Inexpensive Marketing.
• Target Customers When Most Interested.
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Entertain
Content Topics• Scenario Skits.
• Unusual Company Facts.
• Interesting Testimonial.
• Strategic Music.
Unique Marketing Benefits:
• Set Customer Mood.
• Less Business, More Fun.
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Enhance
Content Topics• Reassure Customer.
• Express Gratitude.
• Include Corporate Jingle.
• Build Brand Awareness.
Unique Marketing Benefits:
• Build A Positive Reputation.
• Convey Professionalism.
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Did you Know?
On average, 7 out of 10 callers are placed on hold.
‐PEW Research Center
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Section 2: On‐Hold Production & Maintenance
Interesting Fact: 41% of consumers have initiated a purchase over the phone in the last year.
‐American Teleservices Association
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Best Practices
• Strategic Marketing Experts.
• Professional Scriptwriter.
• Wide Selection of Professional Voices.
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Best Practices
• Licensed Music Library.
• Knowledge of Your Industry.
• Installation Assistance.
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Best Practices
Scripting Process:
• Gathers Your Company Information.
• Interviews You to Learn About Your Business.
• Scripts Copy and Sends You a Draft.
• Updates Scripts with Revisions or Corrections.
• Sends Approved Script to Production.
Typical Production Time: 5‐7 Business Days
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Standard Audio Choices
Professional
Specialty
Character
Accents
Foreign Language
Voice Music
Blues
Pop
Country
Classical
Jazz
Easy Listening
Rock
R&B
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Equipment
• Latest in Micro‐Chip Technology
• Compatible with Existing System
• Scalable Structure
• Remote Load/Update System
• Warranty / Customer Service
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Did you Know?
Executives spend 15 minutes a day or 68 hours a year on hold.
‐ USA Today
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Maintain Your On‐ Hold Message
Why Should I Update?
• Keep Content Fresh.
• Seasonal Specials / Promotions.
• A/B Testing on Sales.
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Maintain Your On‐ Hold Message
Types of Updates:
• Single, Quarterly, Semi‐Annual, Annual.
• Request Changes and Update System Yourself.
• OMG National is NFIB’s endorsed provider.
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Benefit Summary
Reduce Hangs‐Ups.
Market Products and Services.
Replace “Dead‐Air” or Ineffective Music.
Reinforce Promotional Campaign.
Establish Reputation.
Improve Sales.
Increase Revenues!
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