The art of choosing the on-hold music in your Contact Center
which one and when
Music and customer experience are closely related. Rhythms have an influence on human beings’ emotions, and this makes them feel in a positive or negative way some interaction with your brand.
Researchers found that music can evoke specific emotions and trigger associated memories, which creates an emotional connection with the brand or product. This emotional connection has a positive impact on customer satisfaction and loyalty.
This being the case, the on-hold music you use in your contact center becomes relevant. This on-hold music can help reduce customers’ anxiety while waiting in line and improve their perception of the waiting time. A pleasant and relaxing melody can make the waiting time more bearable and generate a sense of calm. You should also choose a suitable one, otherwise it can have a counterproductive effect, as ironically a bad beat can quickly annoy the customer.
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So here are the steps you should follow to find the right hold music:
1
According to market research, soft, soothing tunes are generally well received, but don’t be afraid to add a touch of personality if it matches your brand.Know your audience and choose songs that make them feel like you’ve tuned into their preferences. If your customer base is diverse, choose a genre of music that is widely accepted and enjoyable for most people, such as instrumental music or soft melodies.
2
Make sure the music you choose does not contain explicit lyrics or inappropriate content. Songs with lyrics can be distracting or annoying to some clients, especially if they are in a professional environment. Opt for soothing, harmonious tunes that create a calm atmosphere.
3
Simple music without a lot of instruments is a better choice. An orchestral one, for example, could sound distorted when the volume is too loud. Absolute cacophony could be a harbinger of an unfriendly conversation.
4
One interesting option is to use on-hold music customized for your company. Consider composing a unique tune or using sounds related to your brand to make customers feel more connected to your company while they wait. This can also help reinforce the brand image of your business.
5
It is important to periodically review and update the music on hold. Listen to customer feedback and conduct surveys to get their opinion. Music tastes change over time, and keeping an updated selection will show that you care about providing an enjoyable and up-to-date experience for your customers.
Here are some examples of music for your Contact Center
Examples of genres that could fit in different situations
- Rock music for events, sports or high-energy brands.
- Ambient music for spas, yoga studios or natural health centers.
- Classical piano music for upscale restaurants, luxury car dealerships, consulting firms or financial services.
- Contemporary music for retail stores, hotels and telecommunications companies.
- Country music for steakhouses or companies in a specific region.
- Easy Listening for healthcare facilities.
Remember that these examples are just ideas to inspire you. The essential thing is to adapt the waiting music to your audience and brand – be creative and make the music become the rhythm that sets the rhythm of your customers’ experience!
Altitude Software
9 Hazi’t St. Hemand,
Hemed -5029500
Israel
Tel: +972 3 6471122
Email: [email protected]