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Music on hold
On hold music is a feature that plays recorded music or audio for your customers when they are placed on hold during a phone call.
Playing music for your customers on hold serves several purposes, such as keeping callers engaged while they wait helping to perceive a reduced waiting time, which can help improve customer satisfaction.
For businesses, on hold music is an important tool for enhancing the overall caller experience, as it creates a more professional impression and eliminates silence which can leave callers feel neglected or frustrated. Businesses can include their on hold music in their branding strategy by incorporating messaging about products, services, or promotions, turning idle time into an opportunity to connect with customers and drive engagement.
Music on hold is vital for any company that regularly has hold times for inbound calls. Being on hold can leave your customers feeling frustrated and they may even hang up before connecting with a representative, leading to a bad customer experience. As a business owner you want callers to stay on the line, and having music on hold gives your agents the opportunity to fulfil the customer’s needs. If a customer is left in silence with no music or audio update of their place in the queue, they could feel abandoned and be less likely to call again in the future, which could even discourage repeat customer interaction 1. Remember, being placed on hold while they wait to be directed to the right department may be your customer’s first contact with your business, and first impressions count!
What does on hold mean for your business?
Your choice of on hold music for your company is an essential part of your brand and marketing strategy. To ensure your customers aren’t met with silence, which may give a negative view of your brand, it would be beneficial to make every effort to select the best music for your company that suitably represents your brand and identity. This in turn can create a good impression and connect with your customers from the get-go.
Not only will providing on hold music positively impact your customers, but it also gives your employees peace of mind that the customer is somewhat entertained and cared for while they place them on hold and meet their needs. If customers feel abandoned on the phone and the wait time feels long, it may leave them feeling frustrated with your employees which can cause complaints and negative reviews, as well as leaving your employees flustered with customer responses.
Benefits
On hold music can benefit a business in a number of ways, including:
- Reducing perceived wait times: music can make the wait feel shorter and more positive for callers.
- Increasing caller retention: music lets customers know they are still connected and will eventually speak with someone.
- Improving customer experience: music can help customers relax and feel calm while waiting.
- Promoting products and services: on hold messages can include information about products, services, and special offers.
- Improving corporate image: on hold music can help to make connections with customers and show that the business understands them.
Choosing your music
Music on hold is an easy way to improve any caller’s perception and experience with your company.1 When selecting your music options, it’s important to consider your customers. There is technology available that can give your customers the option to select their on hold music so they can listen to their preferred songs while waiting, or your employees can select the music based on the customer’s demographic. As well as this, you can cater your on hold music to the service your customers are enquiring about. For example, if you’re a leisure centre, consider having some calming, soothing music that would be appropriate for a customer enquiring about your spa. If, however they’re calling about using the gym, try some up-beat motivational music that reflects their requirements.
Top 3 tips when choosing on hold music
- Genre: Relaxing music with a slower tempo can make wait times feel shorter.
- Structure: Make sure the music and messages are structured, so they don’t clash or play at the same time.
- Licensing: Most commercial music is subject to copyright, so you’ll typically need TheMusicLicence to play it.
If you’re looking to implement on hold music or are already using other kinds of music within your business, you may need a music licence.
Get a quote
You can give us a call on 0800 086 8820 or fill in an online form here to get a quote.
You can also explore our site to find out more about the cost of TheMusicLicence and detailed information on licensing for your business sector.
How to listen
- Radio & TV
- Music Streaming
- CDs, MP3s & other recordings
- Live Music
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Thinking about playing the radio or TV in your business and want to know more?
What is TheMusicLicence?
What is TheMusicLicence
TheMusicLicenceallows you to legally play music for employees or customers in your business through the radio, TV, other digital devices and live performances.
Learn more
Do I need a music licence?
Do I need a music licence?
If you use, play or perform music in your business or organisation, the chances are you need a music licence.
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Where does my money go?
Where does my money go?
After our business costs, music licence fees are distributed to all those involved in making music via our parent companies PPL and PRS for Music.
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How do I get TheMusicLicence?
Call us on 0116 290 0525
(8am to 6pm Monday to Thursday and 8am to 3pm Friday)
Alternatively you can complete the online form and an adviser will be in touch.