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FAQ

Thinking about using on-hold advertising programs to market to your customers? Have lots of questions about how it works and why on-hold messages are legal and more effective than playing the radio?  Here are some of the questions we're asked on a regular basis.  If you have a question or other important issue that’s not addressed on this page, contact us.

1. What kind of equipment do I need to be able to use 'on-hold' programming?
2. How much does it cost?
3. How often should I change my program?
4. What is your turnaround time?
5. We have more than one company on our phone system. Can we put messages on-hold?
6. Can I start with just one or two programs and add more later?
7. What’s the difference between a standard cassette player and a digital player?
8. I have my own equipment, can I use it?
9. What choice do I have for voicing my messages?
10. What happens after one year?
11. How will on-hold message programs work with my voice mail system?
12. Why is the price you quoted me higher than what my friend from you?
13. Why can’t I just record my own programs and play them?
14. Why not just play radio on-hold? What is licensed music?
15. Do I have to purchase any equipment?
16. Can I use my jingle on the program?

1. What kind of equipment do I need to be able to use on-hold programs?

All you need is a business telephone system with music-on-hold capability. Our service is compatible with all phone systems. We supply the digital on-hold audio system.  If you operate a small or home-based business with one, two or four lines (and do not subscribe to "call-waiting") you can also enjoy the benefits of Messages-On-Hold.  There is a small annual fee for the use of an adapter that works with specific residential-type phones.  It may be necessary to purchase a compatible phone to ensure your total satisfaction.  These are reasonably priced and available at several retail outlets.

2. How much does it cost?

Like all others who offer this service in North America, the pricing is based on the number of changes to your program you would like to have each year.  Our all inclusive introductory package, with one production per year is priced at $425.00 in Canadian funds, plus SOCAN fee and GST.

3. How often should I change my program?

The number of changes you require each year really depends on your business.  We’re very flexible, so we’ll work with you to establish a schedule that’s right for you.  Some clients are satisfied with just one production per year.  Many clients update their production seasonally, or even four times per year.  Others ask for monthly production changes so they can advertise their current specials and keep caller information up to date.

 

4. What is your turnaround time?

Once we receive your signed order form, we can start work on the scripting as soon as you’re ready.  In addition to working from any brochures or printed literature you would like to provide us, one of our creative writers will conduct a brief interview.  We will email or fax you a draft script within a few business days.  Once we have your approval on the final script, we’ll go to production.  From there, your program, equipment and installation instructions will be mailed in approximately three to five business days, though it’s often quicker than that.  This applies to customers outside the greater Calgary area only.  Calgary and area customers can be up and running within 48 hours.

5. We have more than one company on our phone system. Can we use Messages-on-hold^®?

You can use on-hold messages, but keep in mind that the 'on-hold' feature cannot be separated for specific lines on an existing KSU or PBX system.  It’s all or nothing.  We’ve produced programs for multiple companies in which the messages alternate for each company.  You could also produce a generic program if the businesses are similar, or just stay with a courtesy program.  It is also possible to purchase and install a separate Key Service Unit (KSU) to allow for your custom program and not interfere with the other company.

6. Can I start with just one or two programs and add more later?

Yes.  As a first time customer, we can always start you out with one of our basic packages.  If you need to add more productions within the year, we will simply bill you for the difference.

7. What’s the difference between a standard cassette player and a digital player?

With a standard cassette player, your on-hold programs play continuously from an endless loop cassette.  Once it reaches the end of your script, there are a few seconds of silence before it starts over.  Because your player runs continuously, it will eventually wear out.  Typically 18 months to two years is a pretty good life for this player.  Endless-loop tape manufacturers caution against using the tape longer than two weeks, if it is played continuously for nine hours a day.  The tape should then be replaced and the equipment cleaned. Imagine putting a tape in your home stereo and playing it non-stop. This is now deemed obsolete technology and is not recommended and was never available from Messages-on-hold^®.

Our current customers enjoy their on-hold messaging programs from either a digital smartmedia card, a digital voice announcer that downloads from a cassette to digital memory (where the tape is not used again), or from an autoload CD player.  We now offer latest technology, an MP3 digital on-hold audio system to all clients.

8. I have my own equipment, can I use it?

Possibly.  Provided it is a digital player that downloads from a cassette.  We'll need to know what length is contained in the chip's memory, then we can adjust your program length accordingly.  Your cost will be for production services only.  Ask for pricing.

9. What choice do I have for voicing my messages?

   You may wish either a male or female voice (depending on the gender of your callers) or you may select alternating reads between a female and a male announcer.  In any event, no problem!  Our profession al broadcasters are flexible.

10. What happens after one year?

Near the end of your expiry date, we'll send you a renewal notice and invoice for the same level of service.  If you wish to continue with our product, you will be entitled to new messages and music and even a voice change.

11. How will on-hold message programs work with my voice mail system?

On-hold messaging is activated after a caller is placed 'on-hold'. So, on-hold programs are the perfect compliment to any voice mail system.  Lots of our clients use them hand in hand.  Though callers are often transferred directly to voice mail, the hold time in the transfer process can take up to 30 seconds. Also, if you are in the office but not at your desk, the caller may be on-hold while they’re waiting for you to return to your phone.

In addition, we work with a number of companies who want the same professional voice that’s on their on-hold messages to be on their voice mail system.  We would be happy to provide a quote.

12. Why is the price you quoted me higher than what my friend paid for the production he received from you?

There are a number of things that can affect pricing.  Your friend may have been eligible for special pricing because they have a number of locations, or they may have qualified for our customer referral program that credits your account from $50.00 to $100.00 in Canadian funds on renewal.

13. Why can’t I just record my own programs and play them?

You can!  But remember, a lot more goes into producing an on-hold program than simply throwing some messages and music together.  Keep in mind what you play on-hold is a part of your company image.  You want something that sounds professional.  We specialize in on-hold message programs -- it’s our only business.  Our professionals know what it takes to make you not only sound great, but also get the most out of your hold time.  That leaves you more time to do what you do best...sell your products and provide customer service.

14. Why not just play radio or other music on-hold?  What is licensed music?

First of all, you're not using your 'hold time' to your best advantage.  That caller who's 'on-hold' has an interest in your business, otherwise, they would not have called.  You have a captive, attentive audience.  With the radio, it's possible they may hear an advertisement  for a competitor...not just someone who's in direct competition with your business, but anyone who offers a product or service that competes with you for the limited dollars your caller may have to spend.

With the radio, you have an uncontrollable on-hold environment.  Don't be surprised if your callers end up hearing the Emergency Broadcast System, jokes that are in poor taste, or even depressing news reports.  And is the station you have playing the one your customers would choose?

When playing the radio, tape or CD, you should also be concerned with licensing fees.  One drawback is that you're playing music for which you haven't paid the proper licensing fees that cover royalties that are due the performers.

15. Do I have to purchase any equipment?

No, we supply you with digital equipment for as long as your contract is valid. This way, if you decide to cancel the service on the expiry date you're not stuck with equipment that has no further value to you.

16. Can I use my jingle on the program?

Yes, we encourage the use of your jingle or even radio ads that you are currently running in your market.  Just provide to with an mp3 file via email or mail us a copy of your CD.