How to Choose Hold Music That Suits Your Customers
Don’t you just hate it when you are put on hold when speaking to a business or a customer service representative? But with a good hold music playing in the background, however, you might feel less frustrated and enjoy your time waiting.
As a business owner, you may not be aware of your customer’s frustration. But you definitely would if the roles were reversed.
This emphasises the importance of good music for your business.
But a bigger question is whether or not a good Australian hold music can really help your business and clients. How can it bring value to all parties involved?
Being placed on hold is inevitable
Studies show that a huge number of business calls are placed on hold, 70% to be exact. And the average number of hours that a person spends being placed on hold for a year? 60. Yes, 60 hours. No wonder customers hate to be put on hold.
Australia, being one of the world’s largest mixed market economies, is a major financial and business services hub. Its economy is dominated by the services sector, from raw natural extraction to manufacturing.
If you think about the companies that you usually call for customer support, the service sector will be it. Think about how many times you’ve called your internet service provider or the telecom company in a month.
Then, think about how many times you were put on hold for every time you called.
How to Choose the Best Australian Hold Music
Know your target audience
The younger crowd listen to music from the Top 40, while the older ones prefer the classics. But a mix of young and old client base, however, is best served with Muzak, a generic and orchestral arrangement from any music genre.
A study conducted by a group of music psychologists revealed that Muzak retains the most callers the longest.
Choose complex music
This type of music engages a caller’s thinking processes, drawing their attention and occupying the mind of other things.
Include hold messages
A majority of callers like to hear messages when they are placed on hold, according to study. This gives business owners like you an opportunity to create brand awareness and market your products and services.
But it has to be the right message and delivered the right way.
The message must contain valuable information, worthy enough to interrupt hold music. It could be educational or entertaining facts.
But never an apology as this often comes across as disingenuous and impersonal.
It is also important that you update music regularly or according to the season. It should reflect the holidays or other special events. Shaking it up also keeps hold music from becoming stale. Click here 1800 ONHOLD for more information.
How can on-hold music help a business?
While hold music is the least glamorous part of setting up a business, it can set the tone for inbound calls. Hold music in Australia that is pleasing to the ears will shorten their perception of wait times, help manage anxiety, and create brand awareness.
It will also keep customers on the line. Studies show that callers put on hold with nothing but silence feel lost and forgotten. But with music playing in the background, however, they are less likely to hang up.
A business will have more opportunity to address their concerns, creating a positive customer experience in the process.