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You are here: Home / Blog / On hold messaging – Do you need it?
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On hold messaging – Do you need it?

How often do you have the undivided attention of your customers and prospective clients? What would you say to them? Would you stay quiet and say nothing?

How often do you have the undivided attention of your customers and prospective clients? What would you say to them? Would you stay quiet and say nothing?

When a customer or prospective client phones your organisation, they may have to be put on hold until they can be connected to the correct person. You then have an opportunity to tell them more about your business, promote products and services OR leave them in silence.

On hold messaging is fast becoming the most popular way of communicating with customers through a telephone system. Research shows that around 85% of callers prefer to listen to messages rather than music or silence. Music on hold is still popular as an alternative to silence but businesses have to obtain both the Performing Rights Society (PRS) and Phonograpic Performance Limited (PPL) licences to be able to play commercially recorded music. These licences cost around £250 but can be avoided through the use of royalty free music.

Royalty Free Music bypasses the need for both a PRS and PPL licence and offers a more cost effective and ear friendly solution. Royalty free music comes in varying genres and you can also have the added bonus of comfort messages, if required.

Increasingly, businesses are looking to provide on hold messaging on their telephone systems by the use of professional voice over artists and background royalty free music. These are businesses who realise that many callers may be put on hold and wish to provide them with a pleasant experience whilst waiting to be connected.

Research shows that more than 50% of customers placed on hold will remain connected for over a minute if provided with company information and music. More importantly, more than 30% of customers met with silence or irritating pre-recorded telephone system music don't call back!

HOW DOES YOUR COMPANY SOUND?