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While no one likes to wait on hold, it’s sometimes inevitable. Rather than silence, most of us prefer to listen to music while we wait. Music has positive effects, including helping us relax, forming emotional connections, keeping us motivated, and making time seem to fly by. Listening to music while waiting helps keep callers engaged and lets them know they haven’t been disconnected.
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.
Music Sources and Options
Numerous choices exist for music providers, including online sources and dedicated music-on-hold suppliers. Many sources make it possible for you to create custom playlists to ensure the music is of the desired mood, tone, and quality.
Amtelco software includes the option to play music on hold on a per-client basis. This gives call centers the ability to use it only for clients who request it or offer it as an additional add-on service.
Streaming Audio Services
Another popular music-on-hold source is streaming music. If you want to set up a streaming service, the Amtelco Field Engineering team can walk you through the set-up process to ensure you use the recommended file types. You can also learn about Streaming Music on TechHelper, Amtelco’s exclusive online customer support resource.
Customized Music and Messages
In addition to using the same music for all clients, you can play custom music for specific clients. Adding short, informational messages that thank callers for waiting can keep them interested.
Custom messages with special information about upcoming events and answers to general questions can sometimes answer the reason for the call. For healthcare call centers and clients, messages could include visiting hours and seasonal vaccine reminders. Some clients may request changing on-hold messages or seasonal music throughout the year.
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.
