Music on Hold FAQ - Things to know before purchasing music on hold

Music on Hold FAQ

Things to know before purchasing a music on hold package

If your not familiar Music on Hold (sometimes called MOH, On Hold Messaging, On Hold Advertising) is a production similar to a radio commercial. It consists of a script, voice over and background music. A good music on hold production can be a great benefit to both you and your callers. Learn more about the facts and benefits of a music on hold production.

FAQ:

1. Do I need a phone system to add music on hold to my business

1. No. A good music on hold company can offer systems for small and home business that want music on hold but do not have a phone system.

2. Should I expect to pay a monthly or yearly fee?

1. This really depends on the music on hold company and how often who plan on updating your on hold production. Some companies offer leasing and packages with multiple updates that require either monthly or yearly fees. In many cases if you are not updating frequently there is no need for a contract or monthly fee.

3. The radio is free. Why cant I just play that on hold>

1. While the radio is free for you to listen to, you are not allowed to rebroadcast radio content on hold or in your business without the proper licenses. Learn more about using the radio as music on hold laws. Not only can these fees cost more than purchasing your own music on hold production, but you have no control over the content and you may be advertising for one of your competitors.

4. OK. I understand about the radio but what about playing my Barry Manilow CD?

1. Everyone loves Copacabana but the same rules as the radio apply here.

5. When my callers are placed on hold will they always hear the beginning of the message?

A. No. Your music on hold message is played continually, so that each time a caller is place on hold they will hear a different part of the message.

6. Can I use my CD player?

1. Yes you can, but its not a good idea for a few reasons. Consumer cd and mp3 players are not designed to play continuously 24/7. CD players are particularly prone to failure due to motors burning out. Consumer audio devices also do not have a volume output suited to phone systems (they will sound too quiet). Lastly, consumer devices do not have an "auto restart after power interruption" feature that on-hold players do.

7. Can I just make my own music on hold production?

A. If you have a background in copy writing, are a professional voice over talent, have the proper music licenses and software knowledge then maybe you can. Otherwise your callers will probably be able to tell that your on hold message is an amature production, and one of the best benefits of music on hold is that it enhances your companies image.

8. I really don’t put callers on hold that long; do I need music on hold?

1. The person placing the call on hold usually underestimates how long the caller is on hold and how long the caller actually feels like they have been on hold. Silence makes hold time seem much longer than it really is. Next time you are put on-hold when you call a company, see how long it takes you to form an impression about the company you are calling. Most people form an impression of the company they are calling within the first five seconds.

9. What benefits can I expect from a music on hold message?

1. The main purpose of an on hold message is to reduce perceived hold time for the caller which reduces hang-ups. A good music on hold message should also enhance your companies image and increase your cross selling. See more benefits of music on hold.
   

10. Do I need a professional to install the music on hold unit or can I do it myself?

1. Many phone systems have a RCA or 1/8^th jack clearly marked as “MOH” or “Music”. Installation is as simple as plugging the unit in. When in doubt as for assistance for the music on hold company or your phone system provider.

• There are some music on hold companies that offer a package that allows you to change your production as often as you want (or up to once a month for a year) for one fee. In the majority of cases this is overkill. Most companies do not need to update that often and end up throwing money away.
• Most companies do not need to update their music on hold production more than 4 times a year.
• Even though they have become rarer recently some music on hold companies still offer tape decks. Tape Decks provide poor sound quality and the tapes are notorious for breaking.

By Carmine Monte

www.holdtel.com