“The Psychology of Telephone “On Hold Programming” by Dr. Jim Will found that
The Perceived wait time could frustrate a caller if he feels the time on hold is excessive. Even if he is on hold for a few minutes – it may seem longer. – Source
A study by New Voice Media found that 51% of customers decided to stop availing a company’s services because of one bad experience with customer support. – Source
This amplifies the need for an engaging on Hold experience.
One that makes time not seem like a constraint, one that has a mix of on-hold music and voice messaging sprinkled across.
Mixes of Mozart and Beethoven’s classic symphonies are a great way to keep customers engaged as they wait to get on hold.
Callers Stay Online for 25% Longer
A study by Infomax inc found that callers tend to stay online for 25% longer if there is a mix of on-hold messaging and not just plain music. So you need to mix it up.
Ensure that you have your on-Hold scripts in place, and then take your pick from these 5 engaging Hold music Options to keep your customers coming back to you happier each time
5 best on-hold music for your cloud telephony software
1. One Hour Of Default Call Centre Music
2. One Hour of Best On-Hold Music
3. Five Hours of Default Call Centre Music
4. One Hour Super Generic Call Centre Music
5. Simple two Minute on-Hold Music
CONCLUSION:
Take your pick from these options and also remember that when you incorporate IVR and on-hold music with an effective contact center management system – you create a more efficient framework for ticketing system resolution.
A contact center management software not only gives your agents the ability to respond to calls from within the software, but it also lets you manage agent productivity through shift rosters, reports on performances, live agent dashboards, call recordings and more.
Looking for a Contact Centre Management Software. Try Kapture CRM free for 30 days. –
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