Why Hold Music Sounds So Terrible Over the Phone
When you pick up the phone and hear the hold music playing on a callback, it often feels like a cringe-worthy experience. It’s not just your imagination – the quality of the music and its sound can be rather poor. Why does this happen, and what are the underlying reasons behind it?
The Role of VOIP Technology
Traditional telephones operated within specific bandwidth limitations. They used voiceband or narrowband systems, sending audio at rates between 300–3400Hz, similar to the quality of an AM or shortwave radio. This limited bandwidth was crucial for transmitting voice clearly but left a lot to be desired when it came to music. These systems often struggled with background noise and difficulty in hearing, particularly during long-distance calls.
Today, VOIP systems have significantly improved the voice communication experience by operating at 16bit and around 14KHz. Although this offers high fidelity for voice communication, it is not sufficient for music, which requires a minimum of 22KHz for proper quality. This technical limitation affects how music sounds over the phone, making it often tinny and crackly.
Quality of Hold Music
Companies can choose from pre-recorded hold music provided by their VOIP systems, many of which are recorded on VOIP servers. These recordings are often of low quality, partially due to the older technology that has been passed down. In many cases, these companies do not prioritize improving the sound quality of their hold music.
One common strategy employed by dissatisfied callers is to repeatedly request to speak to a supervisor and complain about the hold music. By doing so, enough users can push for better quality offers. Businesses should consider such feedback as a valuable part of their customer service process.
Technological and Management Factors
The quality of hold music is also influenced by the underlying technical choices and management decisions. Many companies use Cisco teleconference systems, which are known for providing their own pre-recorded hold music that is often of lower quality due to the use of older technology. The primary purpose of hold music is to inform the caller that they are still connected to the line, rather than to provide a pleasurable audio experience.
This raises the question: why are companies not prioritizing better hold music? Several factors play a role here. Firstly, the telephone system is inherently "low-fi," with bandwidth restrictions limiting the quality of both music and voice. Secondly, the music is deliberately engineered to be low-fi to ensure that it does not reduce the transmission quality of the primary voice communication. Lastly, many companies do not prioritize the sound quality of their hold music, likely due to limited resources or a belief that callers have low expectations for such features.
The poor quality of hold music goes beyond just the audio experience; it can significantly impact a company’s customer service reputation. Complaints about low-quality hold music can lead to negative feedback and customer dissatisfaction, which in turn can harm the company’s brand and customer retention rates.
To improve the situation, companies should consider involving professionals in audio engineering to curate better quality hold music. They may also explore their options for higher-quality VOIP systems that support music with a higher bitrate and frequency range.
Ultimately, the quality of hold music is a multifaceted issue influenced by technological constraints, management priorities, and customer expectations. By addressing these factors, companies can enhance the overall customer experience on their phone lines.
Keywords: Hold music, telephone system, VOIP quality