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How To Optimize Hold Time With Tailored News - NICE Systems - Blog

How To Optimize Hold Time With Tailored News

In our first blog, we found that some personality styles are more likely to wait longer than others when put on hold. The committed Advisor is more likely to wait on hold longer because it strengthens their position of being in the right and that the company is handling its customers wrong. On the other hand, an Organizer may be more likely to hang up right away because they can’t plan for an undetermined hold time; they have a schedule to keep.

We also know that Rivet Smart Audio has found that “compared against music or silence, callers stay on hold up to 23% longer with Rivet News On Hold.” Using advanced voice technology and artificial intelligence, Rivet’s hold time solution of news can reduce abandonment while increasing productivity, revenue and customer loyalty.

As we think about that, how can we take it a step further and infuse personality into hold time through news, infotainment and targeted promotions to keep callers engaged? Even without breaking it down to the individual level, you can still think about your general audience. Based on demographics and what you know about the personality styles, think about the type of content your audience would be interested in and how they want to consume it. With changes like this, we would expect the overall experience to be that much better as callers make their determination that they are appreciated by this company.

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Here are some ways you can think about hold time content and your customers:

Organizers (25% of population)

Logical planners who focus on the “how” of a situation. During hold time, the Organizer would prefer to hear news presented in a consistent, factual, and organized fashion. Something more akin to the Nightly News vs TMZ. Giving them some sort of time structure while they’re on hold lets them know what to expect, too.

Connectors (30% of population)

Warm, sensitive, and compassionate individuals attuned to their relationships with others. A Connector would like to hear feel-good news and positive stories that center around people and read in a friendly tone. Anything that gets across the idea that people are the focus will help them feel that the company will treat them as a person, not a number.

Advisors (10% of population)

Conscientious, look for respect, and focus on the “why.” News stories that focus on justice, loyalty (but not loyalty to the company they are calling – that seems a little slick) and doing the right thing are likely more appealing to an Advisor. They are also often interested in periods of history and in traditions which represent commitment to things that are important.

Originals (20% of population)

Creative, unique, and fun individuals with a casual way of speaking. Originals are easily engaged by fun facts and goofy news stories. If a story is playful and stimulating, an Original is likely to respond well and stay entertained while they wait.

Keeping customers engaged and on the line is important. We believe that when giving them a new way to connect with a brand while they wait on hold, there is a big opportunity for those customers to accomplish more than just the reason they called and have greater personal alignment with and affinity for that organization.


Publish Date: May 9, 2018

2022 Buyers Guide Recording

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

View more from NICE Systems

Recent Blog Posts:
Mattersight To Attend 19th Annual Customer Contact WeekJune 14, 2018
Personality Matters in CoachingMay 23, 2018
3 Steps to Avoid a Bad ConversationMay 14, 2018
How To Optimize Hold Time With Tailored NewsMay 9, 2018
Three Things We Learned After Analyzing 12,000+ Callers On HoldMay 3, 2018
Mattersight Attends Customer Contact Week 2018; Frank Suljic Joins Advisory BoardJanuary 29, 2018
Happy CX Day!October 3, 2017
How to Keep Your Contact Center Nose-Up During a CrisisApril 13, 2017
How Successful Brands Are Driving Customer Loyalty NowNovember 4, 2016
Forget Princesses and Parades: Personality is the Real Magic Behind Disney’s CXAugust 26, 2016

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