Classical Music: Music-On-Hold (MOH) (aka Elevator Music)

Have you ever called a company and were promptly put on hold, only to listen to…dead air? It tends to put you in a foul mood even before getting to speak to a “Live” person, doesn’t it? Everyone who has experienced it will certainly agree with you. Well, there is a solution to that aggravating situation, and it’s called Music On Hold or MOH for short.

Music-On-Hold (MOH), also referred to as elevator music is prerecorded music on cassette tapes, CDs and MP3 files that callers listen to after being put on hold, while waiting their turn in line to have their call initially answered or while a company representative provides investigative customer service.

Businesses integrate MOH systems directly into the telephone line through a single audio jack. This makes the process simple to use, making the business day just a little bit easier to deal with; at least in theory.

What are the benefits of having a MOH system? MOH does three things for your customers – informs, entertains and assures. How so?

It informs the customer of their place in line and approximately how much longer they will have to wait for their call to be answered. It also informs them of business hours, locations, services provided, as well as promotions or new products that are being offered. MOH can also inform them of their options to – exit the call, transfer to a specific person or department or leave a voice mail by simply using their phone’s key pad.

The system entertains the customer with the music, making the waiting time appear shorter than it actually is, while giving them something better than silence to listen to. In doing so, it will hopefully calm the customer, so they will be ready for you when you answer their call and see to their needs.

Customers want to be assured that – their call is important and will be answered as soon as possible, and that they are still actually connected to the business that they called. MOH assures them of both.