Background Music on Hold Can Help Create a More Positive Customer Experience
Background music on hold services can be a great way to improve customer satisfaction and loyalty. Studies have shown that potential customers who are on hold with an advertising voice message paired with music playing in the background tend to be more patient and less likely to hang up than those who are on hold without music.
In addition, customers who are on hold with music tend to perceive the queue time as being shorter than those who are on hold without music. This can lead to increased customer satisfaction, and fewer lost calls for businesses. Background music can also help create a more professional image for your business.
Customers who call into a business using background music in combination with a voice message on hold tend to perceive the business as being more professional and competent than those not using background music. As a result, using background music on hold services can significantly improve your business’s image and customer satisfaction levels.
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Frequently Asked Questions About
Background Music on Hold
Many businesses choose to play music for their callers while they are on hold. However, it is important to be aware that playing copyrighted music on hold is actually illegal without the proper license. In most countries, a “Music on Hold” licence must be obtained to play copyrighted music for your callers.
There are a number of companies that offer these licences, and the cost typically depends on how long the music will be played and how many people will be listening. However, it is important to note that playing non-copyrighted music or radio programs on hold is perfectly legal. So if you’re looking for a way to entertain your callers without breaking the law, consider playing some non-copyrighted music instead.
If you plan on playing music on hold for your customers, you’ll need to make sure you have the proper licenses in place. You’ll need a PRS (Performing Rights Society) for Music Licence, which allows for music to be played aloud. And yes, they deem a phone’s hold system to be a live performance.
In addition, you’ll need a PPL (Phonographic Performance Ltd.) licence. This distributes money to the copyright owners of the music you’re playing. Without these licences, you could be subject to hefty fines. So before you start using music on hold, make sure you’ve got everything squared away.
There is a lot of debate about the use of music on hold in businesses. Some people argue that providing callers with some music can be quite beneficial for businesses. For one thing, music can distract callers from the boredom of being put on hold while they are waiting to speak with a customer service representative.
Studies have shown that when people listen to music while they are waiting, their perception of time passing is often reduced, making them less likely to complain about the length of time they are forced to wait.
In addition to its practical benefits, music on hold can also serve an important role in representing your brand and building customer loyalty. A carefully-selected piece of background music can help to convey the personality, tone, and values of your company, helping customers develop a deeper sense of connection with your brand.
So if you’re looking for ways to provide better customer service and improve your branding efforts, giving customers a short musical interlude may just be what you need.