Being placed on hold while calling a business is aggravating and often causes customers to end the call before speaking to a representative or receptionist. A silent hold can cause customers to feel undervalued and frustrated with customer service practices. Not only can this cause customers irritations, but it can also lead customers to hang up because they believe the line has been disconnected, only to call back immediately and congest the phone lines further. Instead of leaving customers to suffer on a silent call hold, many businesses of all sizes are opting to implement music on hold.
Music-on-hold is a simple and cost-effective solution to retain customer calls.In the past, music-on-hold was provided with cassette tapes. Although effective, cassette tapes limit the length of music provided while on hold. That meant that over the duration of a long hold, a customer would be subjected to a limited audio track monotonously repeating until a call representative answered the line. Hold music has come a long way since then, and modern technologies have improved upon its uses tremendously benefiting both the implementing company and the customer on hold.
Modern music-on-hold is highly customizable. Hold music not only retains a phone call, but it can add to the customer’s experience with infinite amount of songs available or even the implementation of a custom message relaying pertinent information. Your company may choose to use a combination of music and messages assuring the customer that a representative will attend to their call shortly. While cassettes are no longer in use, current hold music is provided with digital MP3 system. After installation by a licensed technician, music or recordings are easily added with the simple use of a USB drive.
Music-on-hold systems are a great and modern way to retain customer calls when holds are necessary. Many companies use a combination of music and assuring or informative company recordings. Increased retention of calls is imperative to any business, and music-on-hold is the easy and obvious solution. Modern methods make implementation simple and customizable, so there really is no reason to put off using updated music-on-hold systems.