subject: Using Music On Hold To Reduce Hang Ups [print this page] Putting a customer on hold can be hurting your business. No one likes to be on hold. It makes a customer feel like you don't care about them and can lead to resentment and lost revenue. Spending a long time on hold can make a customer irritated, which is something you want to try to avoid. When a person is put on hold, you want to be sure that they are distracted enough that they forget they are on hold. A simple way to do this is to implement "music on hold". This practice has become commonplace in business and most out of the box telephone systems have this feature built in.
The Music on Hold (or MOH) is a business technique of playing a loop of music or content that is recorded to cover up the on hold silence the caller would normally hear. Aside from specific music, a business could also record their own message to keep the caller up to date with their latest products and services. By doing this, the customer will have something to listen to so they do not become completely bored when put on hold. As an aside, if you are reading this and considering implementing MOH within your telecom system, know that music hosted in either a virtual or physical media may have certain copyrights which preclude it from being associated with your business. It is important when using this technology to follow all copyright laws.
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When a caller is placed on hold when being transferred, parked, or even added to a conference call, it is a great opportunity to take advantage of the Music on Hold technology. Some companies create music, tunes, and messages for organizations. If you want to do something extra for your customers rather than just pumping in some orchestra music or some Kenny G "elevator music", there are companies that create customized MOH. This is a useful way for a business who does not know how to create their own music get help and leverage the knowledge of groups who have psychological backgrounds and can create music that is proven to keep callers pacified.
Some companies use their signature tune as the call waiting MOH, where others record information about their company's services and features. You have a captive audience and it's a great way to introduce new features the customer may not know about. Think of this like watching television when you are at the gas pump - you are basically trapped and the MOH is a great way to capitalize on that waiting period. Either way, the company benefits by giving their customers something interesting to listen to while on hold, even if they are not interested in any new products or "coupons" you may be introducing. When choosing music to use, it is important to choose a tune that relates to their business and will not give their company a bad name. For instance, a wedding photographer probably shouldn't play breakup music or anything from Dashboard Confessionals first album.
Another option is to have the radio playing when a caller is put on hold. This is a bit boring compared to the customized suggestions above but it's better than dead silence.
There are many options for a company to provide the caller with a bit of "entertainment" while on hold. This can help to lower the amount of callers that hang up due to boredom or fear of disconnection. Although playing music when on hold is helpful, it is no excuse to leave a caller on hold for an absurd amount of time. Whether you use the radio, music, an original tune, or an informational message, providing a caller with something to listen to will help your company alleviate hang ups.
