Have you ever been placed on hold during a call to the customer service hotline? Companies and businesses understand you and other callers like you – your wait should be more interesting and pleasurable. That is why they have developed a technique to make your wait a delightful experience – such as on-hold music. Playing on-hold music is more appreciated than listening to dead air and can make the hold seem shorter. As the business industry grows competitively, every detail related to the company should be looked into and playing the on-hold music is no exemption. If you belong to the business side, it is assumed that you know that business guidelines should be strictly followed, including the kind of on-hold music played. You are also expected to be aware of how important the media is and how it portrays the image of your company. Here’s some tips on how to pick the on-hold music that suites your company or industry best.
Balance it with customer preference
Let’s face the fact: music is absolutely a subjective thing and it’s quite impossible to please everyone once music is the subject. But bear in mind that the goal of on-hold music is to keep up with the tastes and first choices of the majority of your audience or customers. For instance, if you happen to cater to the high-net-worth population of your customers, then contemporary jazz or classical on-hold music should probably do the trick. Businesses who cater to people who have interest for 1970’s disco, then choosing a disco-type on-hold music will keep the customers in a good mood while they wait for someone to answer their call.
Settle music to caller’s purpose
It’s apparent that every business aims to satisfy its customers. Therefore, it is important that you should think about what your callers are expected to accomplish. Are you into having a sales line where customers are expected to place orders? Then perhaps energetic and enticing on-hold music will keep them active. Are you into technical support and would want to help customers with their complaints? Then pick out relaxing music to lessen their frustrations.
Stay crisp
Just like listening to radio stations, no customer fancies hearing the same old music over and over again. Try updating your music selection from time to time, always keeping up with your customer’s tastes. Frequent callers will definitely appreciate a surprise change of on-hold music, adding a positive remark for your customer satisfaction. And, as your business stays longer in the industry, you might be interested in re-tailoring your music choices to stay connected with your current and future customers.
Take note that a poor selection of on-hold music is believed to be directly related to higher number of hang-up rates and general customer dissatisfaction. These tips will help you select the proper on-hold music that you should use. Although it is only a small part of the company or business, on-hold music will cost you sales and customers.
