Everything You Need to Know About On Hold Messages for Utilities
The moments your customers spend on hold can make or break their perception of your business.
This is especially true in the utilities industry.
Whether it’s a call about a gas leak, a billing question for water usage, or a power outage complaint, every second counts.
That’s where on hold messages for utilities step in as a powerful communication and marketing tool.
Why On Hold Messages Matter in Utilities
Gas, water, and electricity providers experience some of the highest call volumes across industries.
Customers aren’t calling for fun, they’re calling because they need answers fast.
Unfortunately, that often means long wait times, high call abandonment rates, and frustrated callers.
Enter on hold messaging.
A professional on hold message can dramatically reduce hang-ups by reassuring callers that their concerns are being addressed.
More than just a buffer, it becomes an opportunity to build trust, share critical information, and reinforce your brand image.
Think about it: What’s more calming during a power outage, a generic tone or a warm, human voice actor that says, “Thanks for your patience.
Our technicians are aware of the outage and working to resolve it.
For updates, visit our website at…”?
A good on hold message can:
- • Increase client retention by reassuring and informing.
- • Offer quick answers to common questions like business hours, payment options, or outage updates.
- • Improve brand perception with a polished, professional image.
- • Serve as a subtle marketing tool to inform callers about new services, programs, or seasonal promotions.
Popular Questions About On Hold Messages for Utilities
How long should an on hold message be?
On hold messages should typically run between 3 to 6 minutes and loop seamlessly. This length allows enough time to share key information without being repetitive or overwhelming.
How often should I change my on hold messages?
It’s a good idea to update your message every season or quarter, especially if you’re running promotions or changing hours. This keeps your content fresh and relevant.
Should I play more than one on hold telephone music song?
Yes! Rotating between 2–3 tracks keeps the experience engaging and prevents fatigue. Just make sure the on hold telephone music style is consistent with your brand.
Should I consider getting an on hold subscription?
Absolutely. A subscription ensures your messages are always up-to-date, relevant, and professionally voiced, without you lifting a finger.
Examples of Effective On Hold Messages for Utilities
Below are two sample scripts tailored to gas, water, and electricity providers:
Gas Utility Sample:
“Thank you for calling BlueFlame Energy. Your safety is our priority. If you’re reporting a gas leak, please hang up and call emergency services immediately. Otherwise, stay on the line—one of our representatives will be with you shortly. For service updates and account management, visit BlueFlameEnergy.com.”
Water Utility Sample:
“Thanks for calling Clearwater Utilities. Did you know you can view your usage, pay bills, and report issues online? Visit ClearwaterUtilities.com anytime. We appreciate your patience—your call is important to us.”
What to Include in Your On Hold Messages
When designing on hold messages for utility companies, you want to be informative, helpful, and direct. Here’s what to consider including:
- • Location and Hours: “Our offices are open Monday through Friday, 8 AM to 6 PM.”
- • Available Services or Promotions: “Ask about our budget billing plan to help you manage monthly costs.”
- • FAQs: “We accept Visa, MasterCard, and e-transfers. Visit our site for a full list of payment options.”
- • Seasonal Updates: “Winter is coming, ensure your pipes are insulated to avoid costly damage.”
- • Call-to-Actions: “Visit our website or download our app to get real-time service updates.”
These aren’t just filler, they’re answers your customers are likely calling for anyway.
Best Music For Hold Genres for Utilities
The goal for music for hold in the utility sector is to create a calm, professional atmosphere. Whether you're dealing with a water issue, gas emergency, or power outage, on hold telephone music should offer comfort and stability, not stress.
From our royalty-free music library, we recommend genres like Popular Songs, Country, and Mellow Moods to create a welcoming and professional on hold experience.
It’s also crucial to use licensed, royalty-free hold music to avoid legal complications.
At Amazing Voice, we offer a full library of royalty-free tracks specifically curated for on hold use, so you’re fully covered.
Why a Human Voice Over is Essential
In high-stress situations, like no heat in winter or no water during a heatwave, AI voices simply don’t cut it.
A real human voice over conveys empathy, professionalism, and reassurance in a way no synthetic voice ever can.
It’s a subtle but powerful way to build trust and make your customers feel heard and valued.
Get a Custom On Hold Message for Your Business
At Amazing Voice, we specialize in crafting custom on hold messages for utility companies like yours. We offer:
- • Professional voice overs in every global language and regional accents
- • A curated library of royalty-free hold music
- • Fast turnaround and stress-free service
Whether you’re a local electricity provider or a nationwide water company, we’ll make sure your message sounds polished, helpful, and unmistakably you.
Want to sound professional while keeping customers informed and engaged? Let’s make it happen.
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