Increasing Customer Satisfaction With Customizable Music On Hold Options

An important factor in keeping callers happy is an appropriate hold time filled with something other than silence, clicks or static

. 9 out of 10 consumers prefer music to silence, so expand your list of features on your VoIP service to include music on hold.

When selecting music, avoid cheesy, sleepy music and select a style and era of music that appeals to your target demographic. A typical MoH (Music on Hold) sampling would include elevator, jazz or classical options, but many hosted VoIP providers now offer enhanced features that allow you to access radio channels and customized music streams.

In addition to actual music, you can insert company messages - either as an alternative to music, or in conjunction as a voiceover or a scheduled break. If you add a periodic message to break up the music at scheduled intervals, avoid apologizing for their wait. Instead, present new product or services from your company:

"Thanks for holding for our next available representative! While you wait, we'd like to offer you a sneak peek at our upcoming new product..."

This is not only a great way to get a sales pitch in, but keeps your customer engaged. You can introduce them to your paperless billing option, offer a bundled service, or announce a promo code for free shipping.

Having MoH enabled can keep you from losing potential customers or alienating existing ones with a poor hold time experience. Having music and respectful messages playing allows the customer to relax while waiting, and many consumers actually enjoy receiving information during their hold time.

You can select a number of channels based on your average call volume; electing for 5, 15, 50 or even more people to be able to listen to music when they are placed on hold. This will improve their estimation of your entire customer service department. If you routinely exceed the number of channels you have by the number of people you have to put on hold, you can upgrade to a larger channel package so all of your on hold clients can enjoy enhanced music during their wait.

Once you have a music stream set for your PBX, you can experiment with different types of music until you find the right 'vibe' for your average caller. Using VoIP to deliver calming music to your customers while they are on hold will reduce the number of hang-up you receive, and also provide a calming ambience for those customers who are agitated or anxious. MoH is a win / win proposition!

by: Andrew Wiggin

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