GoResponse Telephone Answering Service Staff

On-hold music must not aggravate

MUSICALCall centres naturally have to set up holding cycles for their callers because traffic is rarely so low that a call can be immediately routed to an agent. To fill this void, self-help menus, up-to-date news and music are often played to help pass the time. However, telephone answering services must ensure their on-hold music isn’t so annoying that people simply put down the phone.

A new survey shows that many popular songs are also found to be the most irritating to consumers. After questioning 2,000 people, it was discovered that James Blunt’s “You’re Beautiful” topped the charts for being the most annoying on-hold tune. Second place was given to Justin Bieber’s “Baby”, whilst third, fourth and fifth places went to Psy’s “Gangnam Style”, Mozart’s “Symphony No. 40” and “Greensleeves”. Others in the list included Lady Gaga’s “Telephone”, Leona Lewis’s “Bleeding Love” and the iconic “Macarena”.

The study also discovered that people have been placed on hold an average of at least three times in the past month. This has resulted in 90 per cent of people hanging up after seven minutes waiting, whilst one third of individuals got so fed up with the music that they gave up trying to get through to an agent.

For call centres currently focussing on their customer services, it is vital to ensure that any call music won’t put off people from staying on the line. Changing it frequently and avoiding the most annoying tracks will help.

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