The Advantages of Using Music On Hold for Waiting Callers

While callers don’t like to wait, it’s sometimes inevitable. For most, music is preferred over silence, so listening to music while waiting helps keep callers engaged. Music has many benefits, including making it seem like the waiting time is shorter and letting the caller know that they haven’t been disconnected.

In addition to music, short informational messages about visiting hours, seasonal vaccine reminders, special information about upcoming events, and thanking callers for waiting can keep the callers interested. Sometimes it even answers the reason for the call.

While the music on hold feature has been available for all Amtelco systems, new settings for music on hold are available in Intelligent Series (IS) Version 5.5.

Please note: Copyright laws protect music, so be sure to check licensing information and restrictions for any music that you use for music on hold.

Custom Music On Hold

In addition to system-wide music that all callers hear, you can play custom music for each account in IS 5.5. You can import music files and easily adjust the playlists for changing on-hold messages or seasonal music.

Streaming Audio for Genesis

Using the Genesis contact center platform in conjunction with IS provides streaming capabilities for music on hold. If you are interested in setting up a streaming service, the Amtelco Field Engineering team can help walk you through the set-up process to ensure you use the recommended file types. You can also learn about Streaming Music for Genesis on TechHelper, Amtelco’s online support resource.

Music Settings

Providing music and message recordings with good sound quality is vital to keeping your callers on the line. In addition to licensing and copyrights, be sure to test the audio quality of your music on hold.

Operator Consoles

Reduce call times, eliminate operator keystrokes, improve call metrics, and optimize call processing to ensure that critical calls are prioritized.