Here is an excerpt from Ritch's response to the well-written June 2012 piece by Sheryl Jackson on "On-Hold" messages: "I would suggest...that a prime criterion by which one should judge how consumer-centric or market-driven a hospital, physician office, or clinic is in responding to callers is how many rings occur before the call is answered and how well-informed, gracious, accurate and helpful the respondent is."
Ritch went on to write "In addition, TV or radio professionals should record the ("On-Hold") messages. Many people believe "talking on the radio" is easy, until they do it and realize they sound terrible!"
In conclusion, Ritch suggested "I would be a tad bit skeptical about accepting on-hold messaging statistics provided by companies in the business of selling such services. And, if an institution is going to use them, be sure staff members don't rely on them excessively in lieu of being prepared to answer most questions and being able to swiftly connect the caller with the most appropriate person."
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