If you’re looking to watch Chris Pratt get chased by velociraptors or Adam Sandler compete against a giant pixelated Pac-Man this summer you’re in for a smorgasbord of theater options to enhance your viewing pleasure. Don’t like the bells and whistles? You still have the option to go 2D. To give your experience a performance-enhancing jolt, you can also choose from 3D, D-BOX, and even TremorFX that’ll give you sporadic mini-massages throughout the film. These options ensure we love the experience; thus, theaters go to great lengths to make sure that experience isn’t ruined by outsiders. “Silence is Golden” is the age-old expression, but they’ve added other suggestions such as turning your phone on movie mode or even downloading an app that prevents it from uttering a peep. By reducing distractions and interruptions we’re likely to have a better experience and return to the same theater.

Break the Silence

While silence is golden at the theater, silence for your on-hold messaging could be a disaster. When callers are given silence they check their email, watch TV, and cruise social media to find out what they’re missing out on. The moment your caller begins clicking through the channels and liking their friend’s posts, you’ve lost them. They have every form of distraction at their fingertips and are rapidly clicking away. The call they made to your company is now largely governed by several outside sources. Also, without a hold message, the average hang-up time is 43 seconds, and they may never call back. Even worse, if an upset customer is given silence to deal with their frustrations, the situation could quickly be escalated to infuriation.

Silence is Anything but Golden
Silence is Anything but Golden

When your hold message is filled with music, engaging features, and information about your products and services, you’re delivering the best experience to your callers and they’ll be excited to call again. The theater is sold out and the popcorn has popped. What will you present to your audience?