There is a different kind of people who are present in the whole world. Everyone reacts differently to the same situation. Whatever the situation is, you can observe the result is always different with a different human being. Waiting is a prominent example of it. Psychology says waiting frustrates people; some people even leave jobs because they don't like to wait. That is why many businesses design on-hold phone messages and on-hold music to make the customer's call experience smooth.
On-hold music smoothers the mind as the mind is attracted towards the music. And on-hold messages are made in a way to engage the caller to listen to it. Let us see why it is important to add on-hold messages and music to the call.
Waiting time
One of the main reasons people don't want to wait is that they think they have waited for too long, even if it is just a minute; that is why our mind works. When our mind thinks it's waiting and wasting time, we tend to feel frustrated and don't want to waste more time and hang up the call. That is why to fill the silence and voidness; businesses use on-hold messages and music.
Manages anxiety
The most difficult factor for handling people on hold is their anxiety. After all, due to everyone's busy schedule, nobody wants to be on hold. Hence they get more anxious and irritated, which leads to hanging up. Businesses should always choose the on-hold phone messages and music carefully, keeping the customer in mind.
Proper information manages the customer's interest
Messages should be long enough and informative to engage the customer. Because people are very smart to recognize the repeat in the messages, if someone listens to the same thing on loop, he will not wait for your answer. So always try and make the message informative, like information about your company and what you do or sell to make them interested.
Both at the same time can also frustrate
Both music and speech can irritate the caller and want to hang up because the mind can not take both things at a time. It takes time to understand one after another. If someone is not clear about themselves what they do and what they do not, it confuses the mind big-time, which leads to a loss in business.
One should always invest in things which is necessary. If you are any business and want to keep your loyal customers with you and making new ones, these points should be in mind.
