Guide To Hold Music for Your Business
- Dylanna Fisher
- Sep 8, 2021
- 5 min read
Updated: Dec 15
Hold music for your business is vital. Hold music, also known as MOH (Music On Hold) or Phone Hold Music, is essential for any business.
It may seem trivial, but it significantly impacts customer relations, especially when the business is conducted primarily over the phone. It improves business relationships with their customers through phone calls and boosts the customer’s opinion of the brand.
Why Is Hold Music Important?
Music is effective at elevating a moment. Music improves brand perception. A study by Mood Media and Sacem shows that music improves overall business performance when used correctly.
76 percent of customers reported their service wait times passed more quickly when music played.
When the business played music, the perception of a company as “premium” increased by 20 points, from 36 percent to 56 percent.
93 percent of employees preferred music versus no music at work.
Most customers, particularly in banking, felt more comfortable having confidential conversations when music was playing, which helped mask them from others.
“This conclusive study reinforces that correctly designed music can improve the ambiance and Customer Experience in various business environments, even in those industries not part of traditional retail. Every business that welcomes on-site customers and clients into their space has a legitimate reason to incorporate music – not only because it is an integral part of people’s daily lives but because music is as important to the Customer Experience as lighting, store layout or other key element design features,” said Valentina Candeloro, International Marketing Director at Mood Media.
Tips For Choosing the Right Hold Music.
This can be difficult to choose, as music is highly subjective to the business and the customer. Choosing the right music enhances the customer experience with your company. Don’t underestimate a customer’s experience, even if it’s just on the phone.
Match The Music to Your Brand
Matching the music to your brand's feel and image ensures an excellent customer experience and enhances your brand’s image.
Over 70 percent of customers had a more positive view of a business’ image when the site was playing music. Moreover, 65 percent of customers agreed that on-site music helped differentiate the company from competitors.
If your company is looking for a live music venue in downtown Edmonton, upbeat, contemporary music would be ideal. However, if your company is a senior assisted living facility, a Childish Gambino-inspired approach may be a bad idea.
Don’t Let the Music Stagnate
Update your music regularly and frequently. This keeps your brand perception new and trendy. That aspect is essential when competing against others in the same industry.
Nobody wants to hear the same hold music every time they make a reservation or appointment. This is important if phone calls are a regular part of your clients' interactions, such as at a doctor’s office or a retail location with a wide service area.
Choose Your Hold Music Wisely
If you have multiple lines for different departments, consider tailoring hold music to the caller’s reason for calling.
In the Mood Media and Sacem study, when more traditionally serious sectors such as banking & pharmacy were silent, only 33 percent of customers initially thought adding music would feel appropriate in those establishments. However, 76 percent of customers agreed that music was compatible and complementary to the business once music was introduced.
Ensure High Quality
Although hold music can suck simply because it’s not good quality music, typically, the phone system is used instead of the music.
Don’t blame the musician if the music sounds like a cassette player in a tin that can be used as a piñata. It’s likely a tech issue, as phone systems are designed for human speech, which has a different range than music. Quality is key, and it extends beyond the music. Nothing is worse than hold music that sounds like it’s coming from inside a tin can.
Where do you find hold music?
For small businesses or freelancers, obtaining music rights can seem daunting. If you don’t have access to a musician on hand or the finances to pay for the media outright, your options seem limited. But there are other options available.
Commissioning Hold Music
This is one avenue to find music: commission hold music from various artists in your community. Consider who you’d want to create your hold music and what style would fit your business. Once those are finalized, reach out to the music community to explain what you need and what you can offer.
Where to reach out for music commissions
Reach out to local community choirs, music schools, and theatres
Search online for bartering sites like Fiverr or Simbi
Connect to musicians on social media or forums like Facebook or Reddit
Share a contract position for creating your hold music.
Here are some artists who have been commissioned to perform music and highlight their work. If none of these tickles your hold music fancy, check directories such as Music Folders and MusicXS to find a musician with a sound you like, and contact them.
Royalty-Free Hold Music
Royalty-free music is music you can use without having to pay royalties. The reason is that the artist has placed the work in the public domain or has relinquished the rights. These can also be musical works that have aged long enough to be in the public domain.
Here are some various places to find royalty-free hold music.
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