We’ve all experienced the joys of on-hold music. It’s something to keep you distracted, and sometimes, you may even find yourself humming along. That may be the case, but the psychology behind having music on hold runs much deeper than that. Music and messages on hold were intentionally designed with plenty of science behind them. How do callers react to being put on hold? What understanding can we get about customers and how messages or music on hold impact them? Message or music on hold could be beneficial for you, but it’s important to understand what they really have to offer.
Why Music On Hold?
Originally, the concept of hold music was to give someone a moment to process the messages they heard. This provides them with some space to think about the message, and they also have an auditory cue to remember it by. While music on hold certainly can have this benefit, it’s also a question of what kind of music is being played. We’re all familiar with the sounds of soothing elevator music or simple, repetitive melodies. Nowadays, pop music is widely enjoyed and will cause a positive reaction, helping calm a caller and solidify any messages in their head.
Perceptions of Time
No one likes having their time wasted. If wait times on a phone call feel excessive, a caller may get frustrated and hang up. The good news is that we can mitigate how long a wait feels. Dead space makes everything drag on seemingly endlessly, as you’re left to your thoughts, which can only fuel your frustration. This is why a spoken message or wait music can be so great. They help time fly, keeping your customers satisfied.
Keep it Informational
By using intermittent messages sandwiched in by blocks of music, you can do a lot to help keep your callers informed. Those little, mildly interesting details can go a long way in keeping someone on the phone. Let them know how much longer the wait will be, what your hours are, or any other information you think would fit this application. It’s important to find the right structure for your on-hold program as there isn’t any one-size-fits-all approach.
Phone System Solutions from Delta Intellicom
Want to learn more about the ways we can help improve your business? Delta Intellicom can satisfy all of your telecommunication needs, whether you need help with your new VoIP system or just want to streamline your existing office phone network. We have served the Maryland, Washington, D.C, Northern Virginia, and Pennsylvania areas for over20 years and offer an unparalleled customer experience. We have the expertise and products to fulfill all of your phone service and data needs. For more information, contact us online or give us a call at 1-800-946-3358. For more tips, follow us on Facebook, Twitter, and Pinterest.
Tags: hold message, hold music, music on hold, phone services, phone system features