Every phone interaction shapes how people see your company, including the minutes they spend waiting. Refreshing your Voice over Internet Protocol (VoIP) on-hold messages can help callers stay informed, feel valued, and remain connected until someone is ready to assist them.

Customers call your hotline because they want help or answers, not another headache. So your on-hold message should be pleasant to their ears. If you fail to select an appropriate message, your customers' anger and frustration might double, making them more difficult to satisfy.