What is music played while on hold?

On-hold music refers to the background music that plays when a caller is placed on hold while waiting to speak to a representative. The earliest form of on-hold music dates back to the 1960s when businesses first started using phone systems that allowed them to put callers on hold. One of the first companies to implement an on-hold system was the Weather Bureau in 1962. Initially, on-hold music consisted of short repeated segments of songs. Over the years, the concept evolved to include customized recordings with voiceovers as well as licensing of full songs to provide a better experience for waiting callers. There are now several major types of on-hold music, including stock music, licensed music, voice-on-hold messages, and custom composed music.

Sources:

https://aitelephone.com/blog/music-on-hold/

https://www.virtualpbx.com/blog/features/importance-of-on-hold-music/

Purpose of On-Hold Music

The primary purpose of on-hold music is to occupy silence and fill the void that a caller would otherwise hear while waiting on hold. Rather than dead air, music provides audio stimulation and creates a more positive experience. According to a study by NPR, silence on hold can feel threatening and lead to more impatient callers.

On-hold music also helps set the mood and brand image for a company. The style of music can influence perceptions of a brand as upbeat, soothing, hip, or classical. According to Wired, relaxing music triggers the release of dopamine and serotonin, creating a positive feeling that makes customers more likely to stay on the line. Carefully selected on-hold music aims to shape brand identity and the overall caller experience.

In summary, the twin purposes of on-hold music are to fill silence and set the brand mood. Music occupying the void of silence leads to more patient and satisfied callers.

Types of On-Hold Music

There are several common types of music used for on-hold:

• Licensed commercial music – Popular or well-known songs that are licensed from major record labels or publishers for business use. This option can be costly but provides recognizable music. (https://www.amazingvoice.com/blog/on-hold-music-for-business)

• Royalty-free music – Pre-recorded music that can be used without paying royalties or licensing fees. This provides a cost-effective option with a wide selection of styles. (https://www.tunepocket.com/best-on-hold-music/)

• Custom composed music – Original music commissioned specifically for a business’s on-hold needs. This allows for music that aligns with branding and tailored messaging.

• Silence – No music, just silence on hold. This avoids licensing costs but may increase hang-ups.

Each option has trade-offs between cost, customization, and branding alignment that businesses weigh for their on-hold music approach.

Music Licensing for On-Hold

Businesses that want to play copyrighted music for callers on-hold need to obtain the proper music licensing. The three main music licensing organizations that handle public performance rights for on-hold music in the United States are ASCAP, BMI, and SESAC.

ASCAP (American Society of Composers, Authors and Publishers) and BMI (Broadcast Music Inc.) represent the majority of commercially released music. Most radio hits and popular songs fall under these two organizations. SESAC (originally stood for Society of European Stage Authors and Composers) is a smaller organization but licenses many well-known songs and artists as well (Source 1).

The fees for licenses vary greatly, depending on factors like the provider, number of locations, and hold time used per day. However, costs can range anywhere from $200 to $600+ annually for a single location. Blanket licenses that cover multiple locations also offer discounted rates (Source 2).

Using copyrighted music without proper licensing is illegal, even if played through a radio. Businesses can face lawsuits and legal action from organizations like ASCAP and BMI for unlicensed public performances (Source 3). Therefore, it is crucial for companies to obtain the proper music licensing before using commercial songs for on-hold purposes.

On-Hold Music Genres

There are several popular genres used for on-hold music. Some of the most common include:

Jazz

Jazz is a popular choice for on-hold music. The improvisational nature of jazz makes it work well as background music. Many companies use smooth jazz or jazz standards in their on-hold rotation [1].

Classical

Classical music is another prevalent on-hold genre. The layered, complex compositions in classical music can help distract callers from the monotony of waiting on hold. Baroque, romantic, and chamber music are commonly used [2].

Adult Contemporary

Adult contemporary tunes are frequently used as on-hold music. These pop songs have wide appeal and lack controversial or offensive lyrics. Adult contemporary songs provide a familiar, upbeat soundtrack for waiting callers [1].

Indie Rock

Some companies opt for indie rock songs as their on-hold music. The eclectic sounds and wide variety within the indie genre means companies can choose mellow or upbeat tracks. Licensing costs may also be lower for independent artists [3].

Custom On-Hold Music

Many businesses choose to work with professional composers and musicians to create custom on-hold music that is unique to their brand. Custom on-hold music allows a business to convey its brand identity through original compositions designed specifically for their phone system.

When working with composers on custom on-hold music, businesses typically provide guidance on the style, instruments, tempo, and mood they want the music to evoke. The composer then creates original music that aligns with the brand’s identity and desired caller experience. This allows the business to stand out with one-of-a-kind on-hold music tailored precisely for them.

An important consideration for custom on-hold music is the length and looping. Since callers may be on hold for an unknown period of time, the music should be composed in loops of 60-90 seconds. This allows the audio to repeat seamlessly without any dead air or jarring interruptions. The music loops should be produced in both 30 second and 60 second versions to provide variation.

By investing in professionally produced custom on-hold music, businesses can infuse their brand personality into every caller interaction and make waiting on hold a pleasant, memorable experience.

On-Hold Music Services

There are a number of companies that offer on-hold music services for businesses. Some of the most popular options include:

Easy On Hold (https://easyonhold.com/) – Offers a variety of pricing plans starting at $16.95/month for up to 25 on-hold minutes. Features include access to a library of licensed music, ability to record custom messages, and options to change music seasonally.

OnHold.com (https://www.onhold.com/) – Provides monthly and annual plans ranging from $29.95-$99.95/month. Allows custom messaging, seasonal music updates, and options to brand music with your business name.

Hold Music (https://www.holdmusic.com/) – Monthly plans start at $19.95. Features include thousands of licensed songs, ability to record greetings, and options to add your logo to customize branding.

Overall, on-hold music services allow businesses to easily stream licensed music and recorded messages to callers on hold. They provide convenient subscription plans, libraries of music to choose from, and customization options at various price points to meet different needs.

Best Practices for On-Hold Music

When implementing on-hold music for a business, there are some best practices to follow in order to optimize the customer experience:

Volume and Audio Quality

The volume of on-hold music should be set at a reasonable level – not too loud or too soft. The audio quality should also be high, with no distorted or clipping sounds. Music that is too loud, too soft, or poor quality can negatively impact the caller experience (Source).

Updating Music Selection

The on-hold music selection should be refreshed regularly, such as on a quarterly or bi-annual basis. This keeps the experience novel for frequent callers. Music selections should also be tailored to your brand and target demographic (Source).

Surveys/Testing

Conducting surveys of customers about their on-hold experience, as well as A/B testing different types of music, can provide valuable insights into optimal on-hold strategies. This direct customer feedback can help improve both music selection and overall on-hold experience (Source).

Impact on Caller Experience

The music and messaging a caller hears while on hold can significantly impact their perception of the wait time and their overall brand experience. According to research from Talkroute, music on hold was specifically designed to give callers’ brains something to focus on so the wait doesn’t feel as long. The right on-hold content can make time pass more quickly for callers.

Additionally, the on-hold experience shapes a caller’s perception of a company’s brand and professionalism. As noted by Amazing Voice, professionally produced messaging and music establishes a positive brand image. Callers associate higher quality on-hold content with better customer service. Using music that aligns with a brand’s identity also reinforces what the company stands for. Ultimately, the on-hold experience has a significant impact on mood and brand perception.

Future of On-Hold Music

The future of on-hold music is moving towards more personalized and contextual experiences for callers. According to Future On Hold – YouTube, companies are looking to leverage technology like AI and algorithms to provide callers with music that matches their demographics and tastes. For example, younger callers may hear more contemporary music while older callers hear more classic tunes. The music can also shift throughout the day to match changing energy levels.

Contextual music that matches the brand identity or purpose of the call is another trend. As per the BBC article, on-hold music for a bank may sound more professional while music for a fashion brand may be more energetic. Hyper-personalized music for regular callers is also possible.

Voice assistants may also allow callers to request or control the on-hold music experience through natural language interactions. The on-hold experience is likely to become more adaptive and responsive to caller needs over time through AI and voice technology.