Turn hold time into a more professional and informative part of the caller experience, with clear audio, useful updates and messaging that stays aligned with your organisation.
Review your caller experienceExplore cloud communicationsProfessional audio | Message updates | Caller experience | Managed service
Caller journey
Why it matters
Silence, outdated recordings or inconsistent messages can make communication feel disconnected before a conversation begins. Professionally produced audio helps create a stronger first impression while giving callers useful information during the time before your team answers.
It can also reduce repeat questions, reinforce wider campaigns and keep information consistent across departments, locations and call routes.
Clear, well-produced audio helps callers feel confident that they have reached the right organisation, department or service, creating a stronger first impression before the conversation begins.
Opening hours, service information, common answers and important updates can be shared while callers wait, making that time feel more helpful and better managed.
Relevant messages can prepare people for the conversation ahead, set expectations and reduce the need for call handlers to repeat routine information once the call is answered.
On-hold messages can reinforce new services, seasonal activity, events and other customer communications, helping keep phone messaging aligned with wider campaigns.
Practical use cases
Different organisations use on-hold messaging in different ways. The value comes from matching the content to the reason people are calling and the information that can help them while they wait.
Share queue updates, service information and common answers during periods of higher demand.
Reinforce appointment information, opening times, clinic changes and service updates.
Keep tenants informed about repairs, emergency arrangements and changes to local services.
Create a more polished first impression and share useful client information before calls are answered.
Tailor messages around specific teams, locations, services and call routes.
Promote events, new services, seasonal activity and time-sensitive announcements.
The dbfb difference
On-hold audio should not sit separately from the phone system, call flows or wider customer communication.
dbfb understands the services around the message, helping keep audio aligned with queues, opening hours, departments and changing priorities. With one team supporting the wider communication setup, updates are easier to coordinate and less likely to become outdated.
Messages can be aligned with routing, queues, departments and opening hours, so callers hear the right information at the right point. Support when things change: new services, campaigns, opening hours and urgent updates can be reflected as your requirements move on.
Audio updates can sit alongside wider cloud communication support, reducing the need to coordinate separate suppliers.
Account management over time: regular reviews help identify where messages need refreshing, keeping the caller experience useful and consistent.
Connected services
On-hold audio works best when it reflects the phone system, queues and communication channels around it.
Cloud telephony: Match messages to call routing, opening hours, departments and voicemail arrangements.
Cloud contact centre: Use queue messaging to set expectations and share updates during busy periods.
Business messaging: Keep SMS alerts and telephone messages aligned around the same service information.
Microsoft Teams Phone: Extend a more professional caller experience into Teams-based business calling.
Technology partners
dbfb works with leading communication and business platforms, helping keep your telephony, messaging and everyday tools connected.
Purposeful messaging
Effective on-hold messaging is not simply a recording added to a phone system. It needs to reflect why people call, where they wait and what information will make that time more useful.
dbfb supports the full process, helping keep messages relevant, professionally produced and aligned with the wider caller experience.
01
Call flows, departments, queues, opening hours and common enquiries are considered together to understand where messages can add the most value.
02
Welcome audio, service updates, reassurance and campaign content are planned around what callers need to hear at each stage.
03
Clear scripts are written in the right tone, then produced as polished recordings that feel appropriate for your organisation.
04
Messages can be refreshed as opening hours, services, campaigns and priorities change, helping avoid outdated or inconsistent information.
Common questions
READY TO REVIEW?
Turn hold time into useful, professional communication that keeps callers informed before your team answers.