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There’s even a fairly steady stream of surveys and news articles on the subject, all of which confirm that hold music is one of the aspects of contacting call centres that really drives people nuts. Some studies even go as far as to suggest that the use of bad hold music is regularly viewed as bad customer service.
Length – if your callers typically wait 2 minutes at a time, then at least 2 minutes of programming should be the goal. The idea is to ensure the callers don’t hear repeated messages every time they call. A typical on-hold message is 4-8 minutes in length.
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This is perhaps the most encouraging song in the list. Hold on, your Customer Service Representative is coming. Probably.
Voicemail Greetings – outgoing message recordings for after-hours voicemail box and when a call can’t be taken.
