Should I use music on hold for telephone systems?

As a business owner, one of the most crucial parts of your business is going to be providing lasting customer support. Good quality customer support can go a long way to establishing your business and making it more likely that you can find genuine success. However, one of the most common issues you might have comes from telephone support. When you have a customer waiting on the end of the phone for a support member to assist, should you play audio?

Should you have music on hold for telephone systems, or does that seem outdated and cliched?

Giving your customers a reason to wait

One of the most common problems with a customer support network is the waiting time. If you have someone waiting on the other end of the phone, they need a reason to stick around. Regular messages telling them that ‘your call is important to us’ and ‘an agent will be with you soon’ starts to grate after a few moments. You need something else to pacify the person and, crucially, to keep them waiting on the other end of the line.

With that being the case, we recommend that you give your customers a reason to wait by using music on hold for telephone systems. A simple tune playing in the background can keep them interested enough in the music that 2-3 minutes can pass, and an agent can get to them and sole their query.

The last thing you need is a support network that does not encourage the customer to hang on and take the call. If you would like to avoid that problem, then we highly recommend that you take a look at using music on hold. It encourages customers to hang on that little bit longer.

Creating a positive atmosphere

Another good reason for using soothing music on hold for telephone systems is the mood of the customer. If someone is calling your support line, the smart money says that they have a problem you need to solve. This means that you want them to arrive at the call in a mood that pushes for reconciliation and finding a solution. That is why music can be such a useful part of your decision making process.

With music, you can create a more soothing atmosphere for the caller. Now, when they do get through, they are less likely to be hostile. This can create an easier chance to talk, to show empathy, and to help find a solution that benefits everyone.

The last thing that you need to do is sit back and wait for them to get irritated, though. You should therefore look to make a call on investing in music. A few pieces of music on hold for telephone systems can be a very wise investment indeed. With this investment, you can ensure that you have something to:

  • Keep customers waiting on the other end of the line.
  • Improve their mood so that resolutions can be sought out.
  • Minimise friction and make finding a solution easier for all.
  • Reduce customers hanging up and never returning in future.
  • Build customers relationships through positive, empathetic support.

As you can see, there are various benefits and reasons to think about installing music on hold for telephone systems. Such a small investment can deliver large dividends in the future. As you begin to notice your support team get more comfortable calls and less damaging responses, it will become much easier for you as a business to start seeing genuine change.

So, why not focus on the music on hold for telephone systems and make a wise investment this year?

If you can make support more user-friendly, you vastly improve the conditions in which your staff can work. Therefore, more solutions are found, more customers are retained, and the overall mood will skyrocket. Is that not an investment worth making?