Music on Hold Increases Customer Satisfaction
Posted by Anthony Pagliaro on Tue, Dec 28, 2010 @ 02:49 PM
Don’t you hate being put on hold in absolute silence, as if you were in the corner with a dunce cap on? What about when you’re put on hold and this horrible static noise is screaming in your ear? A lot of good can come from entertaining your callers while they are on hold, but there is definitely a right and wrong way of doing things. If your business is currently running without music on hold (MOH), here are some insights on what you are missing. Customers who are put on hold and have music to listen to, tend to stay on hold longer, not have call backs, and overall customer satisfaction increases. If you have any type of customer service calling center and do not have music on hold, I urge you to get into the 21st century!
There are two main routes to consider when choosing how to set up your Music on hold options. You can either go with music in the background or you can go with a message aimed at promoting or sharing information about your business. Personally, I generally don’t like here people trying to up-sale something to me when I am on hold, especially if I’m calling because of a product related issue. Give me some tunes I might know or some soothing classical music and I will be on hold for a while. However, there are times when messages can be actually help improve customer satisfaction. Notifying your customer of when their call will be answered or where they are on the list of people on hold gives your customer a sense of relief knowing that people do know he is there waiting for the next available representative. On another note, it may be best for your business to have a message playing if you’re worried about offending your customers with today’s current music and possible offensive lyrics. Again, just another reason to go simple with some classical music from a CD rather than your local radio station. The last company I worked for used a local radio station, it was awful!
Overall, if I had to pick my ideal situation for MOH, it would be a combination of both messages and classical music. I would have classical music running and every so often have an update of when their call will be answered, along with business hours, new locations, or important updates that concern your customers.
What to watch out for
I can’t say it enough. Watch out for music or radio talk shows that could possibly offend your customer. In addition, beware of copyright infringements. There can be a very hefty fine for playing music without permission or paying royalties to the artists. If you are worried about that, get into a contract with a commercial music provider that pays royalties for you.
For more information on Music on Hold and what it can do for your business, feel free to contact me.
Anthony Pagliaro
The Maynard Group
www.TheMaynardGroup.com
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