Could on hold music be the life-line of your business?

Music amplifies everything it touches. Whether this is putting the beat into a bar, the swing into a salon or the rhythm into a restaurant. Now, imagine these premises without that music. Not quite the same environment, are they? A business without music can fall flat.

Music can set the tone, change the mood and create an atmosphere that people enjoy. As well as defining your brand, it could help to make your organisation seem more relatable. It could be just as important to your business’ identity as its name or décor. Not only could this lead to an improved customer experience, it could increase loyalty and retention.

music on hold

Music can be a crucial part of your business

From playing background music in a retail store for your customers to enjoy, to hosting live local artists in a bar or restaurant to attract new business. Music is part of our everyday business operations! You wouldn’t want your customers to lose out on the essential energy that music can provide while they are in your business premises. So why should your telephone service be any different?

Research shows that music can have a significant benefit to businesses when customers are put on hold. Out of 10,000 callers who were put on hold listening to ‘dead air’, more than 50% abandoned the call after just 5 minutes of waiting. However, this number dropped dramatically to just above 10% when the customer was listening to music whilst on hold. 1

Not only did it reduce the rate in which callers drop off, but music also impacts the perception of their waiting time. When placed on hold for one minute with background music on the phone, more than 50% of the callers believed that their waiting time was actually less than it really was. 1

Consequently, on hold music can provide an opportunity for your customers to be more engaged. This makes the whole experience with your business and brand more enjoyable. This positive service could leave a lasting impression and lead to an increase in loyalty and retention amongst customers as a result.

improve phone hold time with music

However, with any other aspect of your business, it has to be the right kind of music.
We all know that different music could alter our emotions. This is exactly the same for callers when listening to music on hold. It’s not just about choosing a well-known song or jingle to put on an on hold telephone system. The music you play to customers on the phone, should be carefully considered as it can represent your business’ brand and could also impact the customers attitude when their call gets answered. Not only this, but it may be the first contact your customer has with your business. So it’s important to make the right first impression.

Now ask yourself, can you really afford to not play music on your telephone on hold system?
Playing on hold music has the potential to significantly improve your business and enhance your customer experience. However, it is important to ensure you are correctly licensed to play it.

Under the Copyright, Designs and Patents Act 1988, permission is needed from the relevant copyright holders – those people who create music – in order to play or perform music in public. This includes on hold music played for customers. Background music on the phone is classed as a public performance.

TheMusicLicence grants you this legal permission in relation to millions of songs ranging from grassroots and independent artists through to the some of the best-known names in the business. This means you can make a music on hold playlist that is as unique as your business and brand!

In some cases, our parent companies, PPL and PRS for Music may have agreements in place with music suppliers who provide you with TheMusicLicence as part of the service they offer.

If you are unsure about whether you are correctly licensed for the music you have on your telephone on hold system, please contact us.

May 2019

ON HOLD:32, Survey Results

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