Custom Hold Music
Hold music in Interactive Voice Response (IVR) systems is the audio content played to callers when they are put on hold during a phone call. It is a way to entertain or inform callers while they wait for a customer service representative or navigate through the IVR menu.
- Standard Hold Music: It is a platform default option that many businesses use without any customization.
- Custom Hold Music : Custom hold music allows businesses to personalize the hold experience for their callers. Instead of using generic music, businesses can create or obtain custom-made audio content specifically tailored to their brand. This can include jingles, advertisements, or songs that align with the company's image, values, or marketing campaigns. Custom hold music can be an extension of a company's branding strategy and can enhance the overall caller experience by providing a more unique and engaging hold environment.
Note: The choice between standard and custom hold music depends on the business's requirements, budget, and branding objectives. While standard hold music is easily accessible and requires minimal effort, custom hold music offers an opportunity to reinforce brand identity and create a more memorable and tailored caller experience.
Here's a step-by-step breakdown of how a Hold Music extension typically works in a call center:
- Caller contacts the call center: The caller dials the main contact number of the call center to seek assistance, inquire about a product or service, or address a specific issue.
- Initial contact with a representative: The call is initially answered by a customer service representative or agent who tries to understand the caller's query or concern.
- Determining the need for transfer: Based on the nature of the caller's request or issue, the representative may decide to hold the call to check the other team member who is better equipped to address the specific needs of the caller. Reasons for hold the customer could include technical support, billing inquiries, sales inquiries, or escalation to a supervisor.
- Entertainment: Hold music is primarily used to keep callers engaged and entertained while they wait. It helps to reduce perceived wait times and prevents callers from feeling ignored or frustrated.
- Professionalism: Playing hold music creates a professional and polished image for businesses. It indicates that the company values its customers' time and is committed to providing a positive customer experience.
- Branding: Some companies choose to use hold music that reflects their brand identity. They may use custom music or jingles that are associated with their company to reinforce brand recognition.
- Informational Messages: In addition to music, hold time can also be utilized to convey important information or updates to callers. For example, a company might use this opportunity to inform callers about special offers, new products, or frequently asked questions.
Hold music is typically played in a continuous loop until a customer service representative becomes available or until the caller reaches the next stage of the IVR system. It is an essential component of call center operations and contributes to the overall caller experience during wait times.
