Upbeat music isn’t going to compensate for long call queues If music is no longer working, a voice message with information or even news stories could be the best alternative. The ‘irregular beeping’ mentioned above sounds unprofessional and slightly creepy. They wouldn’t know if the call was still on hold or not. Music on hold is often moaned about, but few callers would genuinely prefer silence. – – On hold waiting, no music or anything, just random series of irregular beeping interspersed with long ominous silences#soundspromisingNOT Allowing them the ability to choose to listen to something else may reduce frustration. Frustration arises when callers feel trapped on hold, unable to do anything productive, and unsure of how long the hold period may last. It also gives the caller a measure of control over the call. Some callers don’t want hold – I like that they allow me to opt out of that dreadful hold music on their call line.Īllowing callers to opt-out of listening to music when on hold can reduce the potential irritation factor. Recent chart music is arguably the safe choice for many large call centres that deal with a wide range of callers. If a song sold a lot of copies it’s safe to assume a lot of people enjoy it. Perhaps that is why music on hold tends to be songs that are in the charts, or have been popular in the charts in the past. For a public sector organisation like HMRC such a divisive choice of music won’t lose them any business – if you need to talk to the taxman, you have to put up with it. One caller enjoys the jazziness of the music, the other thinks it dull. The enduring problem faced by those who program music for on-hold systems is shown perfectly by the tweets above. – – been on hold for 30 mins, HM Revenue music is so dull, at least being on hold to Npower i had the top gear theme tune. – – I’m enjoying the jazzy HMRC on hold music. One caller’s soothing tune is another caller’s irritating noise Nothing is more off-putting for a caller than the soft tones of a voice message followed by a blast of tinny music a few decibels too loud. – – I love how when people put you on hold, the music is way too loud As the tweets above show, they notice when it’s appropriate and when it’s not. Music on hold may be one of the first things a potential customer hears when calling a company. By aligning the music played to callers on hold with the music used in the company’s ongoing television or radio advertising spots, promotional messages can be reinforced and the brand image strengthened.Īll firms should think about the music they want to represent their brand. Music on hold can also represent your brand. It reduces the perception of time passing, making complaints about waiting time less likely. A suitable piece of music can distract the caller from the boredom of being on hold. Music can be a benefit to companies when putting callers on hold. – – on hold with disney, at least they play disney-themed music – – I don’t mind being put on hold when I call Apple. – – I was on hold to Primus yesterday and they were playing LCD Soundsystem… when did corporate music get so cool? Matthew Brown looks at Twitter to find out what customers really think about the music they listen to while on hold.Ĭustomers notice music that fits your brand Finding the right music on hold strategy can be difficult, especially when customers can now complain instantly via social media if they don’t like a particular song.
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