easy on hold messages for your credit union
TRANSCRIPT
Before | After
Online Audition 3-Day TurnaroundFree Demo Streaming Technology
of callers hang up after being on hold for one minute.
66%
Before
66
%
Before
Callers hearing music on hold stay on the line an average of
30seconds longer than in silence.
AfterAfter
"Some of the respondents said they liked to hear
the music because they knew they were still
connected to the company; no music made them
wonder if they were still on hold."
Georgia State University StudyAfter
Let’s take it to the next level.
want
INFORMATION
85
%
while waiting on hold AT&T
Before
made a purchase decision based on what they heard while holding.
IMC CORP. STUDY
20%
$
After
HOLDMARKETING
CASE STUDYON
BRAD WARNER, CEO
“Marketing efforts must be reinforced to be effective. Currently our members are telling us that they learned of our products and promotions in roughly equal portions as follows: roughly 1/3 from our newsletter, 1/3 from our teller line and 1/3 from Easy On Hold.”
“The overall effect is a more involved member who is more likely to take advantage of the financial offerings at the credit union. Members get the message in print, in person and over the phone. And it works!”
Before | After
STREAMING ON HOLD MARKETING
Before
AfterAfter
• Saves time: no audio files to handle, no physical media
• Easy Content Control: login from any browser
• Stable and Reliable: built in monitoring and reporting
• Effective Marketing: automated scheduling down to time of day
• No waiting: changes take place immediately
• Peace Of Mind: log in and monitor stream content
• Simple & Powerful: Manage multiple locations from a single login
• Flexible: Use stream without equipment if desired
WHY STREAMING
MEMO TO:DATE:
SUBJECT:
CALL CENTER MANAGERS/MARKETERSASAPDIRECT CONTROL
THE NEW ON HOLD SYSTEM GIVES YOUDIRECT CONTROL OF ALL CONTENT HEARDON HOLD. CHANGE CONTENT ANY TIME (WITHOUT INVOLVING I.T.).
MEMO TO:DATE:
SUBJECT:
IT/TECHNICAL STAFFASAPCONGRATULATIONS
YOUR ON HOLD NIGHTMARE IS OVER.
YOU’RE WELCOME.
Announcements mixed over one 4-minute music background. You hope the caller will hear exactly what you want them to hear.
BeforeBefore Old 4 Minute Loop
February Only
Through May 30
Through May 30
June/July
“Good Morning”
Through 2015
Each topic has its own start and stop dates!
After New Programming
After
Each topic has it’s own “DNA”. Callers hear exactly what you want them to hear, when
you want them to hear it.
New Programming
“So I don’t have to remember to change the message on a specific date.”
BeforeGeneric Content
Current, Strategic Content
Purposeful, time-sensitive, take-action content that changes automatically.
After
“This summer, don’t just sit back and admire your friends’ vacation photos. Get out there and see the world for yourself with a Vacation Loan from Campbell Employees Federal Credit Union! Borrow up to $1,000 for your perfect getaway with a 15% APR and 12 months to repay. That’s a monthly payment of less than $100! This offer ends July 15th. Ask to speak to a loan officer when we come back on the line.”
Streaming =
“I put a start date and an end date, if I want to get region specific I specify which region I want it in, if I want to get branch specific I specify what branch I want to have it to play in, and that's it!”
Joli Hensley – Advia Credit Union
Automatic Scheduling
Connects only to one source
FAILOVER audio
24/7 monitoring
Wired or wireless
Static or DHCP
600 Ohms audio out
Onboard speaker
15 Tips For Getting More Results From Your On Hold Marketing
1 GET THE CALLER’S ATTENTIONWITH “TODAY” GREETINGS
GREET every caller as if they’re walking into your lobby, using advanced scheduling.
• “Good morning” - “Good afternoon”
• “Hope you’re having a great Monday…”
2 GIVE A DEADLINE TO MOTIVATE ACTION
• “Sale ends August 31st.”
• “Offer good during our Back To School Event, through August only .”
• “Now’s the time, while these low interest rates last.”
3 Take A Quiz: Do You Know?
• Why are they calling?
• What products/services do they need?
• What are their most frequently-asked questions?
4• Avoid “tell-and-sell”.
• Always talk to just one person.
Focus On The Caller
“Our Credit Union has affordable rates on RV loans! We
finance fun both on and off the road with loans for new
or used jet skis, motorcycles, ATVs, campers, trailers and
boats. Rely on your credit union for competitive rates,
personalized service, and a variety of recreational
vehicle loans options to fit your lifestyle.”
Before
“Is this the year you finally get that RV you’ve always
wanted? We finance fun both on and off the road with
loans for new or used jet skis, motorcycles, ATVs,
campers, trailers and boats. Talk to your credit union
loan officer for competitive loan rates so you can get
the recreational vehicle that fits your lifestyle.”
After
Be Specific5• “Borrow up to $1,000 with a 15% APR and 12 months to repay-
that’s a monthly payment of less than $100!”
• “Applications for the 17th annual ECCU Scholarship program are available to high school seniors. Twenty-one scholarships will be awarded for a total of $24,000.”
specificity = credibility
Include A Call To Action6• “Talk to a loan officer to lock in a great rate.”
• “Register at ‘mycreditunion.org’ to get automatic updates.”
• “Download the app and start saving time today!”
“Tell me what to do!”
7• Educational Seminars
• Annual Meeting
• Community Events
• Sponsored Performances
• Sporting Events
Promote Events
8
Upon request, add as many unique streams as needed.
Consider Unique Content For Each Location
9“Join us in celebrating 80 years of service at our annual Meeting to
be held at the University Center on Saturday, March 21st. Doors
open at 12:30 pm with light refreshments and business meeting to
begin at 1 pm, with prize drawings to follow.”
Increase Frequency Of Time-Sensitive Content
10 • Just ONE IDEA at a time
• Individual 20 to 30-second "spots”
• Each has a unique music background
• Keeps callers engaged
Short & Simple
11 JANUARYFEBRUARY
MARCHAPRIL
MAYJUNEJULY
AUGUSTSEPTEMBER
OCTOBERNOVEMBERDECEMBER
Vacation Planning Debt Consolidation
Tax Payments Due Tax Returns Coming
Spring Break Loans Spring Cleaning
Summer Road TripCollege Planning
RV/Summer Skip A Payment
Real Estate/New Home New Vehicle
Tax Season Help Home Show/Improvements
Fall Remodeling Credit Union Week
Thanksgiving Vacation Holiday Shopping
Holiday Themes New Year, New ___?___
Last Chance Summer Promotion Refer A Friend
Student Accounts College Sports Tickets
Reinforce Marketing Calendar
11Reinforce Marketing Calendar
Remember, all content can be produced in advanced and programmed with START and STOP dates. Here’s your chance to get ahead!
12Drive Traffic To Your Website
13 of
mass affluent consumers were motivated to take action after learning about financial products and services on social media.
Study by LinkedIn
Integrate Social
63
%
13Tell callers what they’ll get by connecting.
State fair contestHow to protect your personal information“Life Hack” tips every TuesdaySee photos from the community events
Vote for the best burgerLet’s see your vacation photosNew report on student loansCar buying tips
Integrate Social
14 • Included
• Provide some basic ideas, dates, deadlines
• Receive email within 3 days with updated script
• Approve online
Use Our Script Service
15
“We have seen loan volume triple since adding Easy On Hold.”
Brad Warner, CEO
Thank you.