Guide · On-Hold & Phone
German On-Hold Messages –
How to Keep Callers Engaged
8 ready-to-use message templates, tips on music-on-hold licensing and everything you need for professional implementation.
Every minute in the on-hold queue is a brand contact. While your customer waits, the on-hold message decides whether they feel well taken care of or lose patience. And yet most businesses treat their on-hold message as an afterthought: silence, or whatever track happens to play from a playlist.
Studies show that over 60% of callers hang up if the waiting time is too long or the on-hold message is poor — without leaving a message. These are lost customers you could have retained with a little planning.
A professional on-hold message communicates reliability, gives the caller a sense of being heard, and can actively convey useful information — opening hours, website hints, current offers.
What belongs in an on-hold message?
Include this:
- Welcome and patience message: A brief note that the caller will be connected shortly creates security. "You are connected. Please hold for a moment" — short, clear, reassuring.
- Estimated waiting time: Where possible, time estimates help enormously. "Your waiting time is approximately 2 minutes" is better than no indication at all.
- Current offers: The on-hold queue is advertising space. A brief mention of a current offer or new product can spark interest.
- Website reference: Many enquiries can be resolved online faster. "Find many answers at www.example.com" — this reduces call volume.
- Opening hours: Ideal for callers who frequently call outside office hours.
Avoid this:
- Too much advertising: Callers on hold do not want to be bombarded. Maximum one message per on-hold text.
- Outdated information: Check opening hours and offer references at least annually.
- Long introductions: "Welcome to XYZ GmbH, the leading provider of..." — nobody waiting cares about that. Get straight to the point.
On-hold message templates
All texts are designed for 20–40 seconds of speaking time. Replace the [placeholders] with your own information.
1. Standard on-hold message (universal)
"Welcome to [Company Name]. All lines are currently busy. Please hold just a moment — the next available member of staff will be right with you. Thank you for your patience."
2. On-hold message with current offer
"You are connected to [Company Name]. Please hold for a moment — we will be right with you. By the way: until [date] you can take advantage of our current offer: [brief description]. Find out more at [www.example.com]. Thank you for your patience."
3. On-hold message with website reference
"You have reached [Company Name]. All lines are busy at the moment. Did you know that you can find many answers on our website at [www.example.com]? Product information, FAQs and contact options are all available there. We will be with you shortly — thank you for your patience."
4. On-hold message with callback option
"You are in the queue at [Company Name]. The wait may take a few minutes. If you prefer, you can leave us your name and number at the end of this message and we will call you back within [timeframe]. Otherwise please stay on the line — we will be with you as quickly as possible."
Music on hold: the legal situation
Background music in the on-hold queue can significantly improve the experience — but not all music may simply be used. Commercially licensed music requires a performance rights licence (PRS in the UK, GEMA in Germany). Anyone using royalty-free music does not need such a licence, but should check the individual music's licence terms.
Well-chosen music supports brand identity. A subtle jazz melody conveys something different from minimalist electronics or classical guitar. Ensure the music stays in the background and does not impair voice intelligibility. Music that is too loud is one of the most common quality issues in professional telephone systems.
How long should an on-hold message be?
A single on-hold text should be 20–40 seconds long. Then music follows before the text repeats or a new message plays. Too-short intervals feel intrusive; too-long intervals make callers feel forgotten.
Can I combine multiple on-hold texts?
Yes, and this is even recommended. Many telephone systems support playlists where multiple messages and music tracks play in sequence. This way the caller hears different content on the second or third loop and is not bored by the same message repeating.
What does a professional on-hold message cost?
A professionally recorded on-hold message (1–2 texts, approx. 30–60 seconds) starts from €59 at stimme24.com. A complete on-hold package with multiple texts and music is available as a bundle — on request.
Get your on-hold messages produced
Professional on-hold messages that keep callers engaged — recorded, edited and delivered in the correct format for your telephone system.