Why Small Businesses Need the Right On Hold Company to Compete

07/08/2025

Why Small Businesses Can’t Afford to Overlook the Right On Hold Company

Every detail of your customer’s experience matters including what they hear when they’re placed on hold. For small businesses especially, finding the right on hold company isn’t just a nice-to-have, it can be a competitive advantage.

In this comprehensive guide, we’ll cover:

Why on hold messaging matters for small businesses
How it influences customer retention and brand perception
What to look for in an on hold company
The importance of ethical practices in voiceover and music licensing
And tips to choose a partner that respects both your brand and the artists behind the work.

Why Does Hold Messaging Matter to Small Businesses?

For small businesses, every phone call is an opportunity to earn trust, answer questions, and build relationships. But what happens when a customer is placed on hold?

If they hear nothing or worse, a scratchy, irrelevant tune or robotic message, they may hang up or start questioning your professionalism.

Here’s why it’s so important:

✅ Customer Retention: Callers who hear engaging, branded messages are up to 60% more likely to stay on the line compared to silence.

✅ First Impressions: A clear, friendly on hold message reassures callers they’ve reached the right place and that you value their time.

✅ Upselling & Cross-Selling: You can promote additional products or services in a subtle, informative way while they wait.

✅ Professional Image: Quality audio signals that your business is established and pays attention to detail.

For small businesses competing with big players, those impressions can make or break a deal.

The Challenges Small Businesses Face With On Hold Messaging

Limited Resources

Many small business owners don’t have an in-house marketing or audio team. Choosing the right on hold company ensures you don’t have to worry about scriptwriting, voice talent, or technical compatibility.

One Chance to Shine

Smaller businesses often rely heavily on word-of-mouth and reputation. A poor or unprofessional on hold experience can undercut that hard-won trust.

DIY Pitfalls

Some business owners try to record their own messages or download generic music clips. Unfortunately, this can result in poor audio quality, legal risks, or even copyright infringement (more on that later).

What to Look For in the Right On Hold Company

Not all on hold companies are created equal. Here are qualities you should prioritize:

🎙️ Professional Voice Talent

Look for companies that offer a variety of voices, tones, and languages to fit your brand and audience. Avoid those who recycle the same generic scripts and voices for every client.

📜 Custom Scripts

Your business is unique. your on hold messaging should be too. The right partner will craft messages tailored to your services, promotions, and customers.

🖥️ Technical Expertise

Your on hold content should work seamlessly with your phone system, whether it’s VoIP, PBX, or cloud-based. A good company understands formatting and can deliver ready-to-use files.

🌎 Ethical Practices

We’ll dive deeper below, but it’s crucial that the company you choose respects the rights of voiceover artists and musicians ensuring everything is properly licensed.

⏱️ Fast Turnaround

You don’t want to wait weeks for a simple update. Choose a company known for reliability and responsiveness.

Voiceover Rights & Ethics: Why They Matter

Many businesses are unaware of what goes into creating the voice and music they hear on hold. Unfortunately, some on hold companies cut corners which can have legal and ethical consequences for you.

Respect for Voice Artists

Professional voiceover talent brings warmth, clarity, and personality to your on hold messaging. But their work is intellectual property, and they should be fairly compensated for their recordings. Some companies exploit talent by underpaying or using recordings beyond the agreed terms.

Music Licensing

Using music without proper licensing can lead to hefty fines or lawsuits. Royalty-free does not mean “free,” and generic downloads don’t always cover commercial use.

Why It Matters for You

When you hire an unethical company, you risk:

Damaging your reputation if an artist goes public about misuse.
Receiving cease-and-desist notices or legal action for unlicensed music.
Contributing to an industry that undervalues creative professionals.

By choosing a company that respects artists and licenses all material properly, you demonstrate integrity — which your customers will appreciate.

Questions to Ask Before Choosing an On Hold Company

Here are some smart questions to ask potential partners:

Who owns the recordings once they’re produced?
Are the voiceover artists and musicians properly credited and paid?
Is the music licensed for commercial, on hold use?
Can you hear samples of both the voices and the music?
How quickly can updates or seasonal changes be made?
Do they offer multilingual support if you serve diverse audiences?
Will they format the files for your specific phone system?

If a company hesitates to answer these questions or doesn’t have clear policies in place – that’s a red flag.

Benefits of Choosing the Right On Hold Company

For small businesses, partnering with an ethical, skilled on hold company pays off in several ways:

📈 Higher customer satisfaction and retention
🔊 Better representation of your brand voice
🎶 No legal risk from unlicensed music
👥 Stronger relationships with your customers and your creative partners
🚀 The confidence of knowing your calls are handled professionally, even when you can’t pick up right away

How COHM Helps Small Businesses Compete

At COHM, we’ve been providing on hold messaging and voiceover services for over 40 years — and we believe small businesses deserve the same quality and care as global corporations.

Here’s what sets us apart:

✨ Custom scripts that reflect your unique brand
🎤 Access to a diverse roster of professional voice talent
🎵 Licensed, high-quality music that suits your industry and audience
📄 Transparent contracts that respect artists and clients alike
📞 Ready-to-use files that work with any phone system
⏳ Quick updates for seasonal promotions or urgent changes

Compete With Confidence

In an age where customer experience defines success, even the smallest details like what customers hear while on hold matter.

For small businesses, a thoughtful, high-quality on hold message can set you apart from competitors, improve customer retention, and enhance your brand’s reputation.

But it’s equally important to work with a company that respects not just your business but also the creative professionals who make your audio possible.

When you choose the right on hold company, you’re investing not just in better sound but in better business.

Ready to elevate your customer experience? At COHM, we help small businesses sound their best with custom voicemail and on hold messaging that reflects your brand, keeps callers engaged, and respects the talent behind every voice and note.

Curious about how COHM can elevate your business? Don’t hesitate to reach out to us today. We prioritize prompt customer service and guarantee a response within 24 hours.

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