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Frequently Asked Questions
1. Do callers hear the same message every time they're put on hold?
No, the "Hooked on Hold" system plays continuously. If two callers were placed on hold a minute apart, they would both hear the same thing at the same time, but the first caller would hear one minute more than the second caller. Because the system covers all your lines, all the people on hold will hear the same thing. A caller would have to be on hold for more than six minutes before they would hear a repeat message.
2. How will on hold message programs work with my voice mail mail system?
The on hold programs are the perfect compliment to any voice mail system. Clients are often transferred directly to voice mail; the hold time in the transfer process can take up to 30 seconds. During that time your callers will hear the "Hooked on Hold" production.
In addition, a number of our clients want the same professional voice that's on their on hold messages to be on their voice mail system and even after hours recording. We would be happy to provide you with a quote.
3. What kind of equipment do I need?
In order to use "Hooked on Hold", all you need is a business telephone system with music on hold capability. If you are currently playing the radio or music, you're all set to play hold. If you're not sure that your system has this feature, contact us for a list of compatible phone systems or confirm with your phone technician. A standard CD player or digital player is used to play your messages.
4. How do I choose the voice?
At "Hooked on Hold" we employ seven different voice talents that all work at radio and television studios. There are mail and female voices to choose from. We generally recommend using a voice of the opposite gender of which your calls are from. You can go to the following website to listen to the voice selection. http://www.csiaudio.com
5. How do I choose the music?
Our professional scriptwriters will consult you in choosing music to set the tone for your Company. You can go to the following website to listen to the voice selection. http://www.csiaudio.com
6. How long is the program?
Each of our "Hooked on Hold" programs are six minutes long and can include any number of messages with a maximum of twelve. The length and quantity of messages, affects how much music there is in between. For longer messages or more music, you might choose to use only nine or ten messages. Or, if your messages are shorter, you may want to use all twelve.
7. How much does it cost?
We have all sorts of pricing packages, all of which depend on how often you change your program. As your package3 size increases, the price per CD decreases. Our base package with a CD Player is just $408.99. If you already have a CD player it is just $329.00. Please see our price list for more details.
8. How does one proceed in obtaining a "Hooked on Hold" production?
A professional and talented scriptwriter will contact you via phone, fax or e-mail to obtain the necessary information about your company. If you have a web site or any brochure, you can fax or e-mail it to us. Upon receipt of your information, our professional scriptwriters will draft a script and fax/email it to you. We will then work with you on modifying the script until you are totally satisfied.
9. How long does it take to produce the program?
As soon as we receive your signed order form we can begin working on the scripting right away. Once we have all the proper information, it's turned over to one of our professional copy-writers who will conduct a brief telephone interview, draft a script and then fax you a copy within a few business days. After we make any needed adjustments and you have approved the script, we can go on to production. After that, your production will be mailed to you in about seven to ten business days.
10. Can I start with just one or two programs and add more later?
Yes. As a first time customer, we understand that you may want to start out with one of our smaller packages. You can always upgrade to a larger package. We will then pro-rate the charges for your production.
11. How long do the CD's last?
CD's are made to withstand countless hours of continuous play without any sound degradation. The problem is actually the CD player itself. After playing for hours on end, the CD player's laser and spinning mechanism can become worn out. The average life span of a CD Player is twelve-twenty four months.
12. What's the difference between a standard CD player and a digital player?
With a standard CD player your on hold programs play continuously from a CD. Because your player runs continuously, it will eventually wear out. Imagine placing a CD in your home stereo and playing it non-stop for one year.
With a digital player your program plays from a digital memory chip instead of a CD, so there are no moving parts and nothing to wear out. your program should sound exactly the same after ten years or more of playing it. This machine is built specifically for on hold playback.
All you have to do is insert your on hold program into the player. The machine will download the program to memory and that's it. It will play over and over from memory, not from the tape. We do recommend leaving the tape in the machine, because if you ever have a power outage, it will reload itself once power is restored. It even has a three-year manufacturer's warranty.
It's a very "hands-off" machine, and should be the only player you'll ever need. If you're concerned about possible downtime, have a heavy call volume, or are thinking about just using one on hold program per year, we recommend the digital player rather than the CD system. This player will allow you to spend your time running your business rather than purchasing CD players.
13. Do I own the equipment?
Yes. The equipment we provide with your package is yours to keep.
14. I have my own equipment, can I use it?
Yes. If it's a CD player and as long as it has continuous play capability.
If it's a digital player, we'll need to know what length of memory you have in it.
15. What if I want both male and female voices on the same program?
Yes. We can use both male and female voice on your program. We call it alternating voices. There is a charge of $50.00 for both voices to read your script.
Alternating voices are a nice way to add separation to programs that are copy heavy and don't have much music between messages
16. How often should I change my program?
Different businesses have different needs. We have clients who have only one program all year round, and update it once a year. Many clients change their programs as the season's change. And others produce different monthly programs to offer specials or other dated information. We can coordinate your on hold programs to work with special events, the roll out of a new product line, or any other custom requirement. There are many factors to consider, including whether you get frequent calls from the same people, or if you tend to have a steady stream of new customers.
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