Nov
8
Music on Hold Helps Retain Customers
November 8, 2009 | Leave a Comment
Whatever the size of your business, music on hold is an important addition to your phone system, and it helps to retain customers. Customers appreciate music to listen to as opposed to silence while holding on the line. Not only that, but it lessens the perceived time they are waiting. Choose music that fits your business model, building custom made play lists that will only include the music that you want. In addition, on hold advertising and messages on hold help to inform customers of new products and services and news from your company.
Many professional phone systems such as Avaya and Aria are already configured to play on hold music, and it can be set up quite easily. If you do not have a phone system for your business, on hold music firms can still set up on hold music or messaging for your business, offering high quality production of original messages and advertisements as well.
When you contract a firm to supply your business with on hold music, you know you will get the best in digital audio processing, professional copywriting for messages and advertisements that you approve, orchestrated on hold music that pleases customers, licensing rights from BMI and ASCAP, the highest grade voiceover talent, and guaranteed satisfaction. All of the elements that go into producing the best on hold music, messaging and advertisements make it worth your while to find a professional firm to provide it.
Other common shortcuts to on hold music include simply using the radio, but this is not only against the law, for you are not allowed to rebroadcast the radio without a license, but even if it was not illegal, it would take all control of the content away from you. Simply playing CDs, you might think, is a good shortcut, but licensing laws prohibit that as well. Even if you were to produce your own music to play over a CD player or an MP3 player, reliability, sound quality and continuously play issues would arise, so either way, you are best to go with a professional provider of on hold music.
When you offer messages or advertisements on hold, the customers who are waiting will not only hear the same message repeated continually. They will hear different parts of the message so that the on hold time does not become overly repetitive. With the on hold music and voice provider you can have several different messages on a cycle. The purpose of on hold messaging is to reduce perceived hold time for customers, limiting hang ups. Professional firms are in business to keep you customers on the line.
On hold advertising gives you a chance to highlight the image of your company, encouraging sales in other departments and building relationships with customers. Larger firms may even sell advertising space to other firms for customers on hold, increasing revenue and creating marketing networks.
Costs are not as steep as you might think for on hold music and messaging. Many professional phone systems are equipped for on hold music already, you just need to find the provider. The installation of music on hold is often as simple as plugging a jack into a phone system. Most firms find switching their on hold music and messaging 4 times annually works fine for their needs, but you can choose to switch it more often.
With on hold music and messaging, you will create an enjoyable atmosphere for your waiting customers that will help you retain business and build stronger relationships. Silence can actually make customers feel like they have been waiting for longer than they actually have, so you should avoid it at all costs. Do not underestimate how long your customers have been on hold, for this could be bad for business. On hold music increases satisfaction, reduces hang ups, and lets your customers know you are thinking of them.
About the author: Kirby Whitehall is a telecommunications specialist from Infiniti Telecommunications, a provider of expert services and top phone systems and phone system services.
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