Have you ever called a company and were promptly put on hold, only to listen to…dead air? It tends to put you in a foul mood even before getting to speak to a “Live” person, doesn’t it? Everyone who has experienced it will certainly agree with you. Well, there is a solution to that aggravating situation, and it’s called Music On Hold or MOH for short.
Music-On-Hold (MOH), also referred to as elevator music is prerecorded music on cassette tapes, CDs and MP3 files that callers listen to after being put on hold, while waiting their turn in line to have their call initially answered or while a company representative provides investigative customer service.
Businesses integrate MOH systems directly into the telephone line through a single audio jack. This makes the process simple to use, making the business day just a little bit easier to deal with; at least in theory.
What are the benefits of having a MOH system? MOH does three things for your customers – informs, entertains and assures. How so?
It informs the customer of their place in line and approximately how much longer they will have to wait for their call to be answered. It also informs them of business hours, locations, services provided, as well as promotions or new products that are being offered. MOH can also inform them of their options to – exit the call, transfer to a specific person or department or leave a voice mail by simply using their phone’s key pad.
The system entertains the customer with the music, making the waiting time appear shorter than it actually is, while giving them something better than silence to listen to. In doing so, it will hopefully calm the customer, so they will be ready for you when you answer their call and see to their needs.
Customers want to be assured that – their call is important and will be answered as soon as possible, and that they are still actually connected to the business that they called. MOH assures them of both.
MOH systems are also frequently used in elevators, in the hopes that it will calm the passengers down on their way to a business meeting, doctor’s appointment, etc.
There are some things to consider when choosing the music for your MOH system.
1. The quality of the music should be professional sounding
2. It should sound expensive, but not be expensive
3. It should reflect your company’s image
Royalty free music covers all these points very nicely in one neat little package. You get the best quality music at the lowest price possible with a small one time fee. The flattering image that it gives to your company will make a good impression on your customers, which of course is an image that you want to portray.
Classical music is most often used on MOH systems. There is an array of composers and their masterpieces to choose from, and of course you can mix and match for your particular needs. With thousands of tracks, you’re sure to find exactly what you’re looking for at prices you won’t need to break the bank to acquire.
With our hurried lifestyles, Music On Hold has actually become a necessity for virtually every type of company in today’s business world. Don’t be left out in the cold. Join the ranks of intelligent choice offices around the world who have stepped up to the challenge of making their customers – happy customers. MOH systems, equipped with royalty free classical music not only make sense but they work for you, so that the job gets done right!
