Integrating Music On Hold Functionality With VoIP

Posted on: 2015-07-30 | Categories: Business VoIP

No matter how much pride a company takes in its prompt and efficient customer service, there will be instances where a customer will have to be put on hold. The support issue may need to be handled by a different department, the person may be trying to get in touch with someone else or speak to a supervisor etc.

This is where music on hold functionality becomes important. Without any music or messages, the customer may not realize that they have been put on hold and end the call without the issue being resolved or keep talking only to realize that no one is listening at the other end. It can quickly lead to annoyed and frustrated customers.

Music on hold and VoIP

Most hosted VoIP providers enable activation of this functionality through the online dashboard and even provide a selection of audio clippings that can be used as is. Usually customers prefer to upload their own audio files since they can be used to record specific messages such as working hours of the support team, locations of the business etc. in addition to music.

With on premise SIP systems, enabling this functionality generally requires editing the configuration settings, specifying the media streaming server and uploading the audio files. The company can specify different types of messages/music depending on the circumstances.

For instance, customers calling in to the support team may hear a message announcing holiday hours while team members waiting for a conference call may hear music instead.

Best practices for music on hold

Keep the volume low

There is nothing more jarring for customer than music that is extremely loud, especially when compared to the previous conversation with the tech support person. Make sure that the volume is not too loud but can be heard even if there is some background noise.

Though some companies may use popular songs for this purpose, generally it is better to use music pieces without any words. This avoids annoying customers with songs they may not like or that contain inappropriate phrases.

Audio voice and tone must be consistent

Sometimes a small business can make use of the default options without any customization. Nevertheless if you are uploading your own audio files, make sure that the same voice speaks all the messages in a similar manner.

It ensures consistency and projects a more professional image for the organization. The messages themselves should use appropriate language and avoid slang terms or colloquial speech that may not be understood by some of your customers, especially if they’re not a native speaker of particular language.

Insert important messages

Try to keep sales pitches to a minimum while playing music on hold. On the other hand it is advisable to offer information such as holiday hours, loyalty programs or rewards for existing customers etc. Quite often these messages can help in driving customer retention or answer frequently asked questions without wasting anyone’s time.

Music on hold functionality is often overlooked or put together as an afterthought. But it is an important piece of any enterprise communication system and can be quite useful.