What a queue message should do
- Confirm that the caller is in the queue and will be helped. Silence feels like a dropped connection, and people hang up.
- Offer an honest alternative for those who do not want to wait: the website, an email address, or a call-back option if your phone system has one.
- Alternate with music. Repeating the same line every fifteen seconds backfires; a calm music bed with an occasional spoken message keeps it bearable.
What not to say
- "Your call is important to us." What the caller hears is that it is apparently not important enough to answer. Say something concrete instead: "there are two callers ahead of you" (if your system supports it) or "we will be with you shortly".
- Long advertising blocks. A short mention of an offer or the website is fine, but someone stuck in a queue is not a receptive advertising audience.
- Promises your system does not keep. Only say "you can also request a call-back" if that option actually exists.
Example scripts
“One moment please, we will be with you shortly. Rather not wait? You will find answers to most questions at [website].”
“All of our staff are currently on the phone. Please hold and we will help you as soon as possible. You can also email your question to [email address]; we respond within one business day.”
“We are experiencing high call volumes right now. You are welcome to hold, but calling at another moment also works: between [time] and [time] waiting times are usually shortest.”
Music underneath: mind the rights
A queue message works best with calm music underneath, but regular music on hold counts as business use of music, which usually involves licences. Our guide on hold music and music rights explains the details. Our own hold-music product combines your spoken message with music whose rights are documented per track.