Appropriate Music for Callers 'On Hold'? 339
RiBread asks: "I work at a startup, and as such wear many hats. Right now I'm trying to make sure our phone system is useful. One of everyone's biggest complaints is the cheesy music that plays when someone calls in and is put on hold. The stunning MIDI rendition of 'Home on the Range' they hear vies only with the ice cream truck and 'It's a Small World' for its ability to infuriate. I found out we can hook up a CD player to the phone system to alleviate this, but the real question is now: what do we want to play? What's the best 'on hold' music you've heard?
(comments with links to samples of music will be most appreciated)"
Variety (Score:2)
Re:Variety (Score:5, Interesting)
And why stop at a fixed playlist? This has so many {exciting,absurd} possibilities. 1) Offer menu choices. 2) If you've got caller ID, remember the setting for that customer's next call. 3) Think of things that would work well on an open speakerphone that the caller's probably using in a cube.
As for selections, sure, you could go with generic popular music, but, particularly if there are selectable options, I'd try for more things at the absurd/fun/useful end of the scale, like:
That all said, nothing is more annoying, once there is interesting hold conent, than to have it interrupted every 15 seconds reminding the caller that "Your call is important to us, stay on the line to keep your position, blah, blah.". Say that at most once up-front and never again.
best yet... (Score:3, Informative)
3com tech support (Score:3, Interesting)
The worst part about it was that the one time I get to choose my on-hold music, the wait time was less than a minute.
Live DJ (Score:5, Interesting)
Re:Variety (Score:5, Interesting)
There are twelve tracks, more than enough music to handle most on-hold situations without repitition.
All I ask is that you give me credit if anyone asks, and point them to my site. Oh, and please let me know if you use it - I like to know!
Email me privately if you want more information.
Mattcelt
Re:Variety (Score:3, Funny)
Classical music is good (Score:5, Informative)
Re:Classical music is good (Score:2)
Re:Classical music is good (Score:3, Informative)
You can't even play a radio (where fees are already paid by the radio station for each song) in the waiting room without a license. If you have a radio playing at your desk, or in a workshop, that's ok - as long as no customers can hear it.
They have some stupid rules.
Re:Classical music is good (Score:2)
Re:Classical music is good (Score:5, Informative)
BMI Records on Music On Hold [bmi.com]
Although, most people buy tapes and CDs thinking they are now their property, there is a distinction in the law between owning a copy of the CD and owning the songs on the CD. There is also a difference between a private performance of copyrighted music and a public performance. Most people recognize that purchasing a CD doesn't give them the right to make copies of it to give or sell to others. The record company and music publishers retain those rights. Similarly, the music on the CDs and tapes still belongs to the songwriter, composer or music publisher of the work. When you buy a tape or CD the purchase price covers only your private listening use, similar to the "home" use of "home" videos. Once you decide to play these tapes or CDs in your business, it becomes a public performance.
Songwriters, composers, and music publishers have the exclusive right of public performance of their musical works under the U.S. copyright law. Therefore, any public performance requires permission from the copyright owner - or BMI - if it is BMI-affiliated music. With a BMI Music Performance Agreement, you can publicly perform all BMI-affiliated music.
Re:Classical music is good (Score:4, Funny)
Re:Classical music is good (Score:3, Insightful)
Re:Classical music is good (Score:3, Informative)
Here [bookweb.org] is a well-written article about licensing by BMI, ASCAP, etc.
Believe it or not, there are already exemptions in place for small business who simply play the radio in the background.
Britney Spears (Score:2, Funny)
Re:Britney Spears (Score:3, Funny)
Oops! I did it again!
I mean... yeah... you can shoot me now.
Re:Britney Spears (Score:3, Insightful)
Re:Britney Spears (Score:3, Interesting)
It was also good that they do that because 800 numbers charge the recipient (Microsoft) exorbitant rates (as high as $0.75/min), and their calling me back probably saved quite a bit of
Re:Britney Spears (Score:3, Informative)
The best that you can do is shoot for no wait for a certain percentage of the time (usually between 70-99%). Because it is possible every customer might call at exactly the same time (but it is extremely unlikely), you have to have one rep for each customer. This is an extreme example, but this is the sort
Bebop (Score:4, Interesting)
Sweetness.
Re:Bebop (Score:2, Interesting)
Re:Bebop (Score:2)
Everything I do, I do it to try and avoid that annoying song from that crappy Robin Hood film.
Re:Bebop (Score:3, Insightful)
Miles Davis - Birth of the Cool.
It brought us constant compliments - it's quite possibly the perfect on-hold music. (Sorry Miles!)
I'd try (Score:4, Funny)
It perfectly describes my attitude to being on hold.
Re:I'd try (Score:2)
If you can use a CD Player... (Score:2, Insightful)
On a side note- muzak is intended to be calming for everyone. Instead it's annoying. All other music is written for a specific audience, so no matter what you play, someone won't like it. i say load the iPod with some of everything.
Re:If you can use a CD Player... (Score:5, Informative)
Re:If you can use a CD Player... (Score:3, Funny)
Exactly! This is the *perfect* situation for Gentoo... Hey... What are you guys doing in there? Hey, get out!
Thoughts (Score:2)
Ever heard of Pink Martini? Some of their songs would be the perfect hold music. No specific genre (but vaguely retro), non-threatening to most.
Something that is easy to ignore (Score:3, Insightful)
Re:Something that is easy to ignore (Score:2)
Other posters have mentioned the "Thank you for waiting" messages an annoying reminder that they're on hold, but it's more than that - at least for me. Every time I hear the music stop, I have to stop what I'm doing and ask myself: is *this* is my lucky moment? Will I finally get to talk to someone? My hopes rise - I could be at the front of the line at last
Local Public Radio (Score:2)
Re:Local Public Radio (Score:3, Insightful)
Why specifically Music? (Score:5, Insightful)
(a) the exchange does not terminate the call thinking that there is no activity
(b) the listener doesnt get pissed off listening to some (great?) music played over a crap 3KHz bandwidth phone line
Re:Why specifically Music? (Score:2, Informative)
Hmm... not soft beeps, please (Score:4, Insightful)
The hold music used by the Macaroni Grill (Italian restaurant chain) -- and what they play in the bathrooms in the restaurants -- is an interesting alternative; it's a "learn Italian" CD, teaching you common phrases in Italian.
You might think it'd be annoying... but the voices are soothing (and Italian in general is a very musical language), there's some subtle music in the background, and it really worked for me.
I'm not sure what an equivalent would be for tech support, though... listening to some adenoidal geek stuttering through technical term definitions somehow wouldn't be the same.
Set the proper atmosphere (Score:2)
That, or some Mid-Cretaceous Dinosaur rockers like Led Zeppelin, Pink Floyd, The Doors - would really let your customers know that your software's inspired by organic product.
I'd suggest downtempo electronica / acid jazz (Score:5, Interesting)
You don't want to be playing The Clash or blaring Radiohead out to the world.
Downtempo electronica and acid jazz fit that bill perfectly. They have a certain amount of respectability because they generally sample jazz and mix it with electronic beats and modulations to produce very "chill out" music. It's not hard on the ears, it's not loud. It's quiet and relaxing, and still good. The nice thing is, there's a lot of it that is purely instrumental. No annoying vocals to deal with, so you have to neither risk alienating people with controversial vocals, nor dumb down vocals to the point where they are stupefyingly trite and banal.
For concrete suggestions, try the following:
Suzuki by Tosca
Bricolage by Amon Tobin
Another choice you have is to play straight up good Jazz. Put on some Coltrane or Miles Davis or Herbie Hancock or something. There's no fucking way anybody can be offended by that music. It's all instrumental, and it's all rock solid.
Jazz and jazz-based electronica seem to be a perfect fit for what you're looking for in terms of: apolitical, instrumental, and good.
-Laxitive
Re:I'd suggest downtempo electronica / acid jazz (Score:3, Insightful)
Play some Rammstein (Score:2, Funny)
Then again if this is not a tech support line, please disregard. Might want to think about doing the Engelbert Humperdinck thang.
Re:Play some Rammstein (Score:2)
Re:Play some Rammstein (Score:2)
Let them be their own DJ (Score:2)
http://www.automatedliving.com/products_d
Anything Instrumental (Score:2)
If you're specifically asking about genres, I recommend ambient electronica and/or classical, in that order.
Competitor's Adverts ... (Score:2, Interesting)
Apple (Score:2, Interesting)
if you want to be evil... (Score:2)
Re:if you want to be evil... (Score:2)
Re:Two thoughts on this (Score:2)
re: TMBG, yes indeed! "Peaches," "Kitty," and "Istanbul, Not Constantinopal," "Birdhouse In Your Soul."
Probably hafta use the censored version of "Kitty," though. 'Tis a shame.
I liked another poster's idea about parking it on a good ind
It all depends... (Score:2)
ETA (Score:3, Interesting)
After that, the minimalist in me says just play enough white noise to make it clear that the line isn't dead.
Re:ETA (Score:4, Informative)
If you haven't heard of it check out the Asterisk PBX [asterisk.org]. It's GPL licensed and comes with ETA announcements built in
It supports VoIP (SIP protocol among others) and Analog phones, T1's, etc.
Check out the 2 port SIPura ATA [atacomm.com] to interface with 2 FXS ports which allow you to interface with normal Analog phones, or the
SIPura 3000 [atacomm.com] with two FXS ports and one FXO port which allows you to interface with a POTS (Plain Old Telephone Service) line from the telco.
Stop by and say hello in #asterisk on the irc.freenode.org IRC network (Sorry you've gotta register your nick with nickserv to get in...we've had huge problems with spambots
Hopefully these spambots will go away eventually.
Why put on hold at all? (Score:5, Interesting)
Re:Why put on hold at all? (Score:2)
Re:Why put on hold at all? (Score:2)
Re:Why put on hold at all? (Score:5, Interesting)
You call the support line, and you wait on hold a max of about 1 minute. A real human answers the phone, and he/she takes your name, number, brief problem description (this is a tech support line) down and you hang up. The issue is assigned to arep, who calls you back when they are ready. Its like the OP's system, but you get to talk to a real person, and hear an ETA, or give them 2 contacts numbers, etc, because a human answers. Works really well for me.
Re:Why put on hold at all? (Score:2, Funny)
just remember not to take a shower when you're waiting for them to call...
Re:Why put on hold at all? (Score:2)
I have to say that'd be rather nice.
It's a pain to be on-hold, unable to listen to music, put the TV up loud, or even go to the toilet.
Certainly for 0800 (UK freephone - customer doesn't pay) numbers, where I can only assume that it's the company who has to pay for 100+ people stuck on the other end. They'd be bound to save money, and possibly piss the customers off less.
TiggsRe:Why put on hold at all? (Score:2)
I expect it's because most people won't leave their name and number.
I know it doesn't make sense, but I think it's still true...
Re:Why put on hold at all? (Score:2)
Here is the problem with this: I know when I call that I might be on hold for awhile, so I sit in the front of the computer, read slashdot, what-have-you, and I don't really notice I'm on hold. Plus, I know that within the next 30 minutes I should be connected. But, if t
Re:Why put on hold at all? (Score:4, Insightful)
If you do have to put people on hold, one thing i'd really like to see on is some indication of call progression, eg 'You are currently position 7 in our queue. Given our current call rate your call will be answered in 10 minutes'. That way I can make a decision on if I want to hang around or maybe call back later. Market research must indicate that this doesn't encourage people to stay on hold though as I have never encountered it.
To actually go on topic, if you have to put customers on hold, give them something useful to listen to, something to make their time on hold not a complete waste of time. Some ideas I can think of are:
. Word definitions. Improve the vocabulary of your customers.
. Fun Facts.
. Movie reviews.
. Book reviews.
. TV guide (only useful if most callers are local)
Finally, depending on your phone system, it would be cool if customers could 'change the channel', or at least turn off the on hold noise if they do as I do and call such numbers on a speaker phone while I'm doing other things. In that case I would prefer silence.
If you hate them.. (Score:2)
on the phone again... (Score:2)
Depends on what you want to achieve... (Score:3, Insightful)
Get them humming, at least for a time - Abba
Entertain them for a half hour (or more) on hold - radio comedy shows from the 40's and 50's
Remind them of a time before computers - 101 strings playing "hits" of the 60's and 70's
Get them to forget they're on hold if they're over age 40 - up-tempo orchestral classics - Brahms, Beethoven, Thaikovsky, Rimsky-Korsakov, Mussagorsky, etc.
But whatever you play, run it through an audio compressor so the dynamic range is minimal - and then check the actual volume from another phone so you neither blast them out nor make them strain to hear.
Its a sales oportunity... (Score:2)
Playing the radio can be bad, while waiting on hold, what if they hear an ad for a competitor?
They will judge your company by what music they hear. Theres a reflex ad going on at the moment where a boar
Re:Its a sales oportunity... (Score:2)
The licensing issue can be a real pain at times.
I'm not talking from a money-saving business point of view. I'm talking from the PoV of the poor sod suck the other side of the hold-music when it's some royalty-free (but Godawful) music.
I don't care about copyright and licensing. If I'm stuck on the other end of the phone (and often the few times I do phone places it's for tech-support during a mass-outage - hence long waiting periods) then if I'm forced to hear something pumped into my ear, I'd rather it
I'd suggest (Score:2)
How about just answering the phone?
Hold music is great for when there's a sudden surprise jump in the number of calls, but it seems to be common practice just to make the customer give up and leave from boredom. Very few calls seem to be answered quickly these days.
I guess it cuts down on the number of complaints (that get through).
But I'm a paying (or potential) customer. Telling me my time isn't important to you is a great way to lose my custom.
- MugginsM
Animal Crossing's K.K. (Score:2)
Doesn't _anyone_ here play videogames?
Just record all the K.K. Songs from Animal Crossing, and shuffle their order.
Not only would the customers be completely tripped out, they couldn't be offended by the music or the lyrics, and they'd certainly know when it ended.
morse code (Score:3, Interesting)
<morse code> di-dah
<Eisenhower era voice> "A"
di-dah "A"
di-dah "A"
dah-di-di-di "B"
dah-di-di-di "B"
dah-di-di-di "B"
Etc.
MM
--
Dogs Barking (Score:4, Funny)
When I worked there, there were two songs that were the techs favorites. One of them was something like six minutes of dogs barking. The users really hated it, it really rubbed all of them the wrong way. Rubbed them the wrong way so much that you could always tell when it had just finished playing and someone had to sit through all of it. Even though there were thousands of songs in the playlist (mostly trance), this one got a lot of attention and was removed.
The song that people liked to hear the most was "C is for cookie" by the cookie monster. Wouldn't matter if they had just been sitting on hold for three days and the DSL line had surged out of control and killed both of their parents, anyone after listening to that was in a pretty happy mood by the time they got to you. I think that one is still on there.
My personal favorite Hold Music was what I put on when I worked at a little company in San Jose. 100% Christmas music, the Secretary said it shouldn't be done, it was October and all. But I said "But if we don't do it now, we won't catch them by suprise." It's really quite amazing how few people know how to change the hold music, even though it was powered by a normal cd player with a little wire running to the PBX
Truth in Advertising (Score:2)
Leonard Cohen, Waiting for the M
modarchive (Score:2)
A lot of pretty much IP-free music, some of which is very good. You'll have to go through it to pick a few workable selections. 30 minutes should be plenty; if people are on hold for that long, you guys aren't doing your job!
Chill Out by The JAMMS (Score:2)
Here's waiting for CD quality VOIP codecs
Rant in list form: Phone etiquette for companies (Score:5, Insightful)
You asked about what on-hold music to use. I'm going to pretend you said, "Give me input on phone-related stuff for my company."
1) NEVER blame "unusual call volume" for hold times. God, that makes me sick. It's a sneaky way of saying "It's not our fault you're on hold." Yeah, it is.
2) When the caller has finished their business, NEVER ask "Is there anything else I can help you with blah blah blah?". "No." "Okay then, thank you for calling Ultrablather Systems Software Systems Incorporated." STFU and say goodbye like any normal polite person and let me get off the goddamn phone.
3) NEVER have a phone system that constantly reminds me every 30 seconds that your sorry I'm holding and blah blah blah. If you're not gonna have enough people to eliminate the wait, at least let me wait in peace.
4) If your phone system requires me to punch numbers in, you better be sure your system rewards my effort. Being asked for the info I just punched in makes me want punch in your face.
5) Make sure the hold music is QUIET.
6) Play Dixieland music, simply because nobody does. Added bonus: It uses banjos.
Re:Rant in list form: Phone etiquette for companie (Score:2)
1. yep, they blame the latest virus/worm causing increased call volume and waits of an eternity.
2. Yea, just gives me an excuse to think of something else to complain about- tying up the rep for even longer.
3. yep, that music, then dell's "helpful" messages on how to get rid of spyware...bla bla. And the occasional reminder that I'm important (but nobody seems to talk to me)
4. yep, i punch in my express service c
Re:Rant in list form: Phone etiquette for companie (Score:4, Insightful)
Ever tried making sure hundreds of support agents are in the right place at the right time to answer the right amount of calls? It's not easy. Especially if there are multiple centers and/or there is something happening (virus, network outtage, 9/11, etc) that's causing increased volumes. Tech support is a loss leader for companies, they don't want to pay any more for it than they have to because it costs a *TON* of money. Quite frankly it may even cost more than losing a few customers for a lot of companies.
2) When the caller has finished their business, NEVER ask "Is there anything else I can help you with blah blah blah?". "No." "Okay then, thank you for calling Ultrablather Systems Software Systems Incorporated." STFU and say goodbye like any normal polite person and let me get off the goddamn phone.
People usually remember the first and last things about a call and not the middle. Most people *like* it when the agent seems to genuinely want to help. You're not going to get rid of this one anytime soon, management wants the companies name said at the end of the call so people will remember it.
As for the rest of your suggestions, I only have an issue with #6, I hate dixieland music...
Fresh Instrumental Stuff (Score:2)
Whatever you decide, don't play the local fucking pop station. No product is worth having to sit through 30 minutes of ChristinaBritney/NickleCreed.
Off the top of my head, some quiet instrumental mus
Chill (Score:2)
It's all catchy music that is mellow, interesting enough to keep you listening, without putting you to sleep. They're all on iTunes if you wanna give 'em a listen.
stuff to play (Score:2)
I'm doin the best I ever did
I'm doin the best that I can
I'm doin the best I ever did
Now fuckin' go away!
AMBIENT (Score:5, Interesting)
Remember, hold music is meant to just remind the caller that the line has not, in fact, gone dead and that they are still on the line. It should not be anything catchy or particularly enjoyable (because everybody has different tastes and there's no such thing as a song that every person will enjoy).
So just pick something ambient. Preferrably it'll be calming, with no beat.
Whatever you do, please god, don't play popular mainstream music.
Perfect for being on hold (Score:3, Funny)
Beastie Boys: The In Sound From Way Out! (Score:2)
Amazon [amazon.com]
First 30 second (Score:2)
go ahead, try it
it's a small world afterall
it's a small world after....
Best loop ever (Score:2)
They'll love it. I'm sure. >:D
Play Blondie! (Score:2)
Quite apt.
Steve
Girl from Ipanema (Score:2)
classical music. mozart. (Score:4, Insightful)
2) no RIAA bugging you
but please make it longer than the usual 30seconds.. and it would be nice to "beep" loud when someone answers the phone, in case the on-hold time will take longer than 2 minutes.
No voice filter! (Score:2)
I once sat through about half of Eric Claptons Chronicles, with the voice filtered out, and interrupted every 17 seconds (yes, I timed it..) by a inane message that I was still holding.
I don't think I've heard the album since (yeah, I own it.. it'sfrom back when it was OK to buy music
Tale of insubordination, re: hold music (Score:2, Funny)
Oh ho ho. Somehow the old boar didn't find out. I loved it.
Get Your Corporate Act Together! (Score:4, Funny)
And for the companies intent on fast Chapter 11:
Who says corporate suits have to be uncool?
(Shuddup!)
And remember: Martha was ready to change brokers over bad lift music - it's a good thing!
Ask your customers, not us! (Score:3, Interesting)
Having said that, if you are a tech company, how about the 6-CD set of the HitchHiker's Guide to the Galaxy (the BBC radio show version)? No ads, no swearing (apart from b*lg**m), and quite a high 'oh, I forgot about this funny bit' value if you dip in at random.
Don't use live radio (Score:4, Informative)
My Ideas (Score:3, Funny)
2. Books on Tape
3. White Noise
4. Foreign Language Lessons
5. NPR
6. Raymond Scott - Soothing Sounds for Baby [raymondscott.com]
7. Place Microphone in Center of Office
8. Train Sounds
9. Bubble Wrap
10. Car Dealership Commercials
11. Make a "People On Hold" Party Line
12. Heavy Breathing
13. These [f7sound.com]
14. Fax Machine Sounds
15. "Guess The DTMF" Game
16. Funny Answering Machine Outgoing Messages
17. Phone Sex
18. Bass Test CDs
19. Trivia Questions
20. The Sound of One Hand Clapping
Re:Let the customer chose (Score:2)
Press 1 for rock (KLOS radio)
Press 2 for
Sure beat elevator music!
Re:Some of my customers... (Score:2)
If I'm on hold, DON'T try and sell me crap, just answer my call ASAP. If you try and sell me more crap I'll most likely put you on my list of companies I refuse to deal with and this will be the last call you get fom me.
If you want to be informative, fine tell me how I can get information pertaining to my call.
I need a phone #? Ok, press 3 there's a list of office phone numbers.
I need your address? ok press 7 etc etc.. but DON'T try and sell me something.
Re:Some of my customers... (Score:2)
Re:Some of my customers... (Score:2, Insightful)
This is something that really annoys me. If I'm at work, and calling a vendor, supplier, whatever, and end up on hold, I tend to put the phone on speaker, low volume, so I can keep working. Everytime I hear speaking, I have to stop and listen to see if someone has actually answered my call.
A better idea would be to allow the caller to leave a brief message including name and number. My ISP does this, which is wonderful. I don't have to wait on hold, yet I usually get a call back within 10 to 15 minutes
Re:Caller-changeable hold music (Score:2)
How about including one from "the cockpit" where the sounds are from a slave galley - cracking whips and shouting slave-drivers to the beat of a timing drum, punctuated by shouts of "get on with it, there're people waiting on hold damnit!!!"
If nothing else, make 'em laugh.
Re:Doo bee doo be dooo... la la la la... (Score:2)