How to Create On-Hold Messages That Callers Will Love

In 2025, customer expectations have reached an all-time high. Every interaction with a brand - whether online, in-store, or over the phone - shapes the overall customer experience. When callers are put on hold, they often encounter dead air or generic music that leaves them feeling unengaged and frustrated. Nobody enjoys being put on hold, but with the right approach, your on-hold messages can turn wait time into a positive, engaging moment that reflects your brand's personality and keeps callers interested.

In this article, we'll explore how to create an engaging on-hold message that callers will appreciate -and maybe even enjoy. Because when done right, even a short wait can leave a lasting, positive impression.

Part 1: What is On Hold Message?

On-hold voice-over messages refer to the recorded messages that are played to callers while they wait on hold during a phone call. Instead of listening to silence or generic hold music, callers hear a series of informative and engaging messages. These messages can include friendly greetings, service updates, helpful tips, or even brand-related stories -all designed to keep callers engaged and reduce frustration.

On-hold messages are an essential communication tool for businesses. They can reinforce brand identity, build trust, and even drive sales by promoting new products, special offers, or upcoming events.

Part 2: The Problem with Traditional On-Hold Messages

Traditional on-hold voice-over messages often fall short of delivering a positive experience. Instead of engaging or informing the caller, they rely on traditional messages such as "Your call is very important to us," which can leave callers feeling ignored or annoyed.

Here are some of the key challenges businesses face with traditional on-hold messaging:

1. Limited Personalization

Traditional on-hold messages treat all callers the same, delivering a repetitive experience regardless of who is calling or why. Everyone hears the same scripted lines, irrelevant promotions, or basic hold music.

2. Outdated Content

One of the most common - and damaging - mistakes in on-hold messaging is using outdated content. Callers often hear promotions for long-past events, expired offers, or seasonal greetings that are no longer relevant.

3. Miss Opportunities for Engagement

On-hold time could be used to share valuable information, such as promotions, helpful tips, and more. When ignored, these moments become wasted opportunities to deepen customer relationships and boost loyalty.

4. Lack of Adaptability

In fast-moving industries, the inability to quickly update on-hold messaging to reflect new promotions, urgent announcements, or seasonal changes can put businesses at a competitive disadvantage.

These are some of the key challenges you encounter with traditional on-hold messages.

Part 3: Benefits of Using Personalized On-Hold Messages

Personalized on-hold messages offer more than just a pleasant sound in the background. Here are some of the key benefits of using personalized on-hold messages:

1. Keep Caller Engaged: Reduces hang-ups by providing helpful, relevant information instead of silence or generic music. This reduces frustration and helps callers feel more patient and engaged while waiting.
2. Reinforces Your Brand: Use your brand voice, tone, and style to make every call feel consistent and professional. Whether your tone is professional, friendly, or playful, personalized messages reinforce your brand personality and make a memorable impression.
3. Promotion or Services: Personalized on-hold allows businesses to promote their brand or service. Share seasonal specials, new offerings, or commonly overlooked services while customers wait.
4. Answer Common Questions: One of the smartest ways to use personalized on-hold messages is to answer common questions. By answering these common questions while callers wait, you can reduce their need to ask repetitive questions once they're connected.
5. Improves Waiting Time: A funny on-hold message with the right pacing and music can make time feel shorter and more pleasant.

Part 4: Best AI Tool to Create High-Quality On-Hold Messages in 2025

Looking for a way to create high-quality on-hold voice recordings? Look no further! HitPaw VoicePea is one of the best AI voice changers available on the internet that allows users to create personalized on-hold messages in various voices. Yes, you've heard it right. VoicPea is a professional Text-to-Speech AI voice changer that effortlessly converts your written text into high-quality voiceover. The standout feature of this tool is its extensive library of thousands of celebrity voices, including politicians, singers, and more. With this tool, businesses can effortlessly create high-quality on-hold messages using the voices of famous personalities like Justine Bieber, Selena Gomez, Drake, Donald Trump, and many others.

Additionally, HitPaw VoicePea also works as a real-time voice changer, enabling customer support teams to modify their voices during calls, creating a unique and memorable experience for their customers. The best part of this tool is that it offers an intuitive interface, which is best for non-tech and beginner users. Anyone can use this program to create personalized on-hold messages without any professional help.

Key Features of HitPaw VoicePea

The program is packed with amazing features and capabilities, making it the perfect choice for creating personalized on-hold messages:

1. Text-to-Speech: HitPaw VoicePea allows users to create high-quality audio recordings with a single text prompt. Businesses can use this feature to create personalized on-hold messages effortlessly.
2. Real-Time Voice Changer: The program also works as a real-time voice changer, allowing users to alter their voices while calling, streaming, playing games, and more.
3. Variety of AI Voices: The standout feature of VoicePea is that it includes thousands of AI voices, including Justin Bieber, Selena Gomez, Drake, and Morgan Freeman.
4. Intuitive Interface: HitPaw VoicePea offers an intuitive and user-friendly interface, allowing beginners and non-tech users to create high-quality voice recordings easily. Simply input the text, select a voice, and click on the generate button.
5. Compatibility: It works seamlessly with various devices, including Android, iOS, Windows, and macOS. Further, it supports various streaming or gaming platforms such as Discord, Twitch, Zoom, Fortnite, Call of Duty, and Valorant.

How to Create On-Hold Messages With HitPaw VoicePea?

As mentioned earlier, the program offers an intuitive interface, making the process simple. Here is the step-by-step guide to creating on-hold messages with HitPaw VoicePea:

• Download, install, and launch HitPaw VoicePea on your PC. Click on the "Text-to-Speech" option available on the left panel. Now, enter your on-hold message in the text box.
• Once the text is ready, navigate to the HitPaw Character section and select the voice for your Text-to-Speech. The program offers various AI voices, including Taylor Swift, Donald Trump, Elon Musk, Joe Biden, and more.
• Once you've confirmed the text and character, click the "Generate" button to create your project. Please be patient during the process because it can take seconds to minutes.
• After a few minutes later your on-hold message will be ready. Click on the play button to preview it. If satisfied, click on the "Download" button to save the on-hold message in popular formats such as MP3, WAV, and more.

Final Thoughts

Providing a positive caller experience on the phone system is important in today's competitive business landscape. These on-hold messages play a crucial role in shaping that experience, turning potential frustrations into valuable interactions. By using AI tools like HitPaw VoicePea, you can create high-quality personalized on-hold messages in seconds, providing a professional and engaging experience for your callers.