Jim Carter
When making a phone call, being placed on hold can be a frustrating experience. Some organizations pipe radio music to the caller. Not only are you forcing them to listen to your preference in listening music, but an opportunity is being missed.
A properly scripted and recorded on-hold message takes hold of that opportunity. Whether you want to reassure the caller that they will be assisted in a timely fashion, inform them of upcoming events/products, or merely for amusement purposes.