Planning On-Hold Music Menus for Incoming Calls

Statistics Around Business Calls

Average Wait Times

The average person spends 1.2 years on hold throughout their lifetime, indicating significant waiting periods. According to the Small Business Chronicle, most callers tend to hang up after an average of one minute and 55 seconds of hold time, with 34% of those callers not calling back. Additionally, 25% of callers give up if they are kept on hold for too long (Source—NewVoice).

Customer Frustrations
About 30% of consumers find it frustrating not to be able to reach a real human during a customer service experience (Source – Microsoft). Furthermore, 32.7% of customers are very willing to switch due to poor call experiences, with 27.9% being extremely willing and 35.5% somewhat willing to switch for better customer service (Source – Forbes).

Factors That Turn Customers Off

Silence Instead of Music

Silence on hold can be confusing and frustrating for customers, as they may not know if they are still connected. It conveys a lack of care for the customer’s time and experience.

Repetitive Messages
Repeating the same message throughout the year can annoy repeat callers. Varying the content seasonally can make the hold time more engaging.

Inaccurate Wait Time Estimates
Mentioning inaccurate wait times can lead to customer dissatisfaction, especially if the actual wait time is much longer than stated.

Poor Audio Quality
Bad audio quality can negate the benefits of having a hold program. Ensuring professionally created messages and properly installed equipment is crucial.

The Role of Hold Music
The primary purpose of hold music is to give callers a moment to absorb the message they just heard, aiding in better recall. Music helps convey the message and pass the time, but the type of music matters. Certain types of music can relax callers, while others may elicit negative responses (Source – TalkRoute).

Planning the Menu
Callers prefer music and messaging that follow a simple pattern, with clear and slow message delivery. Music portions should match the length of spoken messages to keep callers calm, engaged, and interested, reducing the likelihood of them hanging up.

Choosing Music
Music should align with the message’s tone, whether it is light-hearted, exciting, or reassuring. Considering the audience’s preferences and matching the music to the voice-over is essential. Regularly updating the on-hold music choices can keep regular callers engaged and provide a welcome relief from repetitive songs.

Audio Branding
Audio branding uses sound to define, reinforce, and strengthen a company’s identity. Elements such as music, voice artistry, copy, and sonic logos play a role in getting a business name heard across various auditory channels.

Expert Insights
According to Psychology Today, “Hearing pleasant music seems to divert attention away from time processing. Moreover, this attention-related shortening effect appears to be greater in the case of calm music with a slow tempo.”