How & When to Utilise IVR, Voicemail, and On Hold Messages to Boost Your Business

Your callers are listening — but are you saying the right thing?

Here's how to use your welcome messages to direct callers, voicemail and after-hours messages to capture enquiries, and on hold messages to inform, market, and engage — creating a complete, high-performing phone experience.

Quick Definitions

IVR (Interactive Voice Response)

A welcome greeting and/or list of menu prompts that greet and direct callers to the appropriate person or department (e.g., "For sales, press 1").

Voicemail

A recorded message that captures enquiries when staff are unavailable during business hours.

After-Hours Message

A recorded message that captures and redirects enquiries outside your opening hours to reduce lost leads.

On Hold Messages

A combination of voice, music, and messaging played while callers wait to inform and engage.

How They Work Together

Think of your phone system as a journey:

• IVR Welcome Menu → Guides the caller
• On Hold → Engages the caller
• Voicemail → Captures the caller and their details

When all three are professionally produced, you create a seamless experience that reduces frustration, improves efficiency, and drives real business outcomes.

When to Use IVR

IVR greetings and phone menus are best used for organising incoming calls efficiently, including:

• Directing callers between multiple departments or services
• Proactively sorting high call volumes
• Filtering enquiries before they reach staff
• Routing calls based on intent

A good IVR provides clear redirection options, reductions in double-handling, and callers reaching the right person faster.

How to Use an IVR to Your Business' Benefit

Instead of being connected with the first person in your team to pick up the phone and being bounced around until they find the right department, when you implement a welcome greeting and phone menus, callers will be immediately directed toward the appropriate team member.

Before Utilising IVR

"Thanks for calling. We'll be with you shortly."

After Utilising Professional IVR

"Welcome to Your Business – expert advice, tailored solutions, and trusted success. To take advantage of our End of Financial Year deals, head to yourbusiness.com.au. Please select from the following options so we can best direct your call. For bookings, press 1. For accounts, press 2. For all other enquiries, press 3."

How to Use a Voicemail And/Or After-Hours Message to Your Business' Benefit

There is a difference between a voicemail and an after-hours message — and both are beneficial in their own right!

A voicemail is used whenever your business is unavailable — for example, your line is busy with other callers, or you're away from your desk.

Voicemail is best used for:

• High call overflow situations
• Prompting callers to leave a message

"Thanks for calling. We're unable to speak with you right now. Please leave a message and we'll get back to you as soon as we become available. Alternatively, email info@yourbusiness.com.au and we'll be in touch promptly."

An after-hours message is for when your business is closed and will play until it reopens on the following business day.

After-hours messages are best used for:

• Enquiries outside regular business hours
• Public holidays
• Temporary closures
• Emergency messaging

"Thanks for calling. You've reached us outside our regular opening hours of 8am to 5pm Monday to Friday and 9am to 4pm on Saturday. Please leave your name, number, and a brief description of your enquiry and we'll call you back on the next business day. In the meantime, check out everything we have to offer or get in contact online at yourbusiness.com.au."

Great voicemails and after-hours messages include:

• Clear reopening times
• Alternative contact options (email, website)
• Instructions for urgent matters
• Reassurance

How to Use On Hold Messages to Your Business' Benefit

On Hold messages don't just fill your caller's downtime — they use their wait to your advantage, and should be utilised any time a caller is waiting, no matter how briefly, to:

• Promote evergreen and seasonal services and offers
• Answer FAQs
• Reduce perceived wait time
• Drive traffic to your website or social media accounts
• Reinforce your brand

Common Message Types include:

• ✔ Promotions and campaigns
• ✔ Seasonal updates (Christmas, EOFY, winter offers)
• ✔ Expected closures (public holidays)
• ✔ Unexpected closures (weather, emergencies)
• ✔ Service updates or delays
• ✔ Website and online booking prompts

On Hold Before & After

Before

Generic hold music…

• No benefit to your business or caller

After

"Don't wait – get what you need in a flash with our same-day service and delivery options! (SFX: Door Bell) Search yourbusiness.com.au to book your shipment now."

• Introduces a service your caller may not have otherwise known
• Encourages website visits
• Capitalises on caller's wait time

The Marketing Power of Phone Messages

Most businesses overlook the fact that their phone system is a captive marketing channel — your callers are already engaged, interested, and listening. This can achieve:

• ✔ Promotions and upselling of your services and products
• ✔ Driving website traffic
• ✔ Reducing repeat questions
• ✔ Improving booking rates
• ✔ Increasing customer understanding
• ✔ Strengthening brand perception

Why Professional Production Matters

AI or DIY recordings can deliver information, but they rarely deliver impact. With a professional human voice recording from Messages On Hold — including a welcome greeting, phone menu, voicemail, and on hold production — you'll get:

Expert Scripting

• Structured for outcomes, not filler
• Designed to improve caller experiences
• Built for meaningful engagement

Professional Human Voice Talent

• Warm, friendly, authoritative, or energetic tones
• Male and female voices
• Industry-appropriate delivery

Royalty-Free Extensive Music Library

• Corporate, relaxed, upbeat, premium
• Seasonal and themed tracks
• Campaign-specific audio

The result is a polished production that improves caller satisfaction, retention, and conversion when they reach a team member.

Real-World Example — The Full Phone Journey

IVR:
"For bookings, press 1."

On Hold:
"Book online in under a minute at yourbusiness.com.au now."

Voicemail:
"Our team members are currently busy and unable to speak with you. Please leave a message or visit yourbusiness.com.au and we'll be in touch as soon as we can."

Outcome: the caller is guided, the caller is informed, and the caller takes action.

Checklist: Are You Using Your Phone System Properly?

• Do you have a clear IVR menu?
• Are you maximising your callers' time on hold?
• Does your voicemail offer next steps?
• Are you promoting services and offers?
• Is your messaging up to date?
• Does your audio reflect your brand?

FAQs

Q: Welcome menus, voicemail, and on hold messages… do I really need all three?
Yes — each serves a different purpose, and together they create a complete experience.

Q: How often should my messages be updated?
We recommend frequent updates for new promotions or sales, and whenever something about your business changes — hours, services, new team members, and so on.

Q: Can phone messages really drive sales?
Absolutely! You're marketing directly to a highly engaged audience at the perfect moment.

Q: What's the biggest mistake businesses make?
Leaving their phone system static, outdated, or silent — it wastes valuable marketing space!

In Summary

IVRs direct, voicemail and after-hours messages capture, and on hold messages convert. When used together — and done professionally — your phone system becomes one of your most powerful communication and marketing tools.

Ready to Make Every Call Count?

From professional human voice talent to expertly crafted scripts and music that matches your brand, Messages On Hold can transform your phone system into something that works harder for your business. Contact our team today to turn every call into an opportunity.