People rarely call a financial planner, mortgage broker or insurer on a whim. They might be making a major decision, chasing an important application or dealing with a claim after something has gone wrong. For Sydney financial services businesses, callers often arrive with a mixture of hope, impatience and anxiety. The hold experience should acknowledge that.
Confidence comes first
Trust is the currency of financial services. Everything a client experiences, including what they hear on hold, either builds or erodes it. A polished, professional hold program signals an organised business that pays attention to detail. Silence, a harsh tone or poor-quality audio can raise doubts at exactly the wrong moment.
Music choice plays a part. Calm, understated instrumental pieces usually suit financial services. The goal is a steady, reassuring background rather than anything that draws attention to itself.
Be careful with what you say
Financial services are a regulated area, and the content of any marketing, including on-hold messages, needs care. Messages should be accurate, not misleading and consistent with your licensing and compliance obligations. Avoid anything that could be heard as personal advice or a promise about returns or outcomes. If your business has a compliance team or adviser, have them review the script before it is recorded.
That does not mean your messages need to be dull. It simply means they should focus on factual, helpful information.
Useful message ideas
- What to have ready when calling, such as a policy or reference number, so the call goes faster.
- Online portals or apps where clients can check details or upload documents.
- Office hours and appointment options, including video meetings if you offer them.
- The range of services you provide, described in general terms.
- How to make a complaint or reach your dispute resolution process, where appropriate.
Claims lines need special care
Insurers and brokers who handle claims may receive calls from people who have just experienced a car accident, storm damage or a burglary. Hold messages on these lines should be empathetic and practical. Explain what information is needed, how long the process usually takes in general terms and where to find updates. Leave out promotional content entirely; it can come across as insensitive.
Peak periods
Financial businesses have their own busy seasons, such as the end of the financial year, interest rate announcements or periods after major weather events. Being ready to swap in a timely message about longer wait times or alternative contact options helps manage expectations.
Privacy reminders
If your team needs to verify identity before discussing an account, a short message letting callers know this helps the conversation start smoothly. Callers are less likely to be frustrated by security questions if they expect them.
A consistent voice
Many Sydney financial firms have strong visual branding. Your audio branding deserves the same attention. Using the same professional voice across hold messages, phone menus and voicemail creates a cohesive experience that reflects the standards clients expect.
Talk to us
We produce music on hold, on-hold messages and phone prompts for Sydney financial planners, brokers, accountants and insurers. Contact us for a free quote.