Music Important In Call Centers

from the driving-customers-away dept

Who would have thought that hold music was so important? Having recently set up a phone system, I had the option of changing the default (harmless, forgettable muzak) to anything else of my choosing, but didn’t think it was necessary. Maybe I should think again. A new study says that call center hold music has a huge effect on whether or not people stay on the line. The study also turned up amusing examples of very poor choices of hold music, based on the company, such as a hospital casualty unit playing a funeral march and a clothing company playing “Fat Bottomed Girls” by Queen.

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