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.
Comments on “Music Important In Call Centers”
Be careful
ASCAP requires you to buy a license from them if you play commercially available music on hold. In other words, playing “Fat bottom girls” may cost you a few $ — if ASCAP catches you…
http://www.ascap.com/licensing/licensingfaq.html
Re: Be careful
Wow. Those guys are insane. I guess I’m going to have to use my own off-key singing then… 🙂
Volume control
Sometimes the music on hold is just TOO loud. It doesn’t matter how good the music is, if it’s blarring in your ear while your trying to get help your going to be pissed off.