Why Is the Music on Hold Always Terrible Quality? An SEO Guide for Improve Your Online Presence
Have you ever found yourself on hold with a frustratingly terrible quality of music playing in the background? According to Bob's theory, the purpose of these subpar musical selections is to annoy callers so that they hang up and end the wait, allowing call agents to finish their personal tasks. While this practice may not be to everyone's liking, there is more to it than just personal annoyance.
The Psychology Behind Terrible Call Music
One of the key reasons for the poor quality music on hold is to make callers lose patience and abandon the call. Companies often use music that is not only of low quality but also irritating, in the hopes that the caller will become frustrated and give up on waiting. This can often lead to more immediate attention for the agent, despite the subpar experience for the caller.
Historical Context of Call Quality and Music
Traditionally, telephones used voiceband or narrowband systems, which transmitted audio at rates between 300-3400Hz. This frequency range is similar to the quality of an AM or shortwave radio and was primarily due to the limitations of the electromagnetic wire. Hence, toll and long-distance calls often suffered from background noise and lower audio fidelity.
However, modern wideband digital VOIP systems operate at 16-bit and around 14KHz, offering much better fidelity for voice communication. Nonetheless, these systems are not sufficient for the higher quality requirements of music, which generally need at least 22KHz. Therefore, the music played during wait times on these systems is often tinny and of poor quality, further irritating the caller.
Telecommunication Technology and Its Impact
Many companies rely on pre-recorded hold music provided by modern teleconferencing systems like Cisco, which are stored on VOIP servers. Unfortunately, the quality of this music is often low due to using outdated technology passed down from older systems. While it suggests a certain persistence and unwillingness to change, this practice also reflects a lack of investment in customer experience.
The Solution: Opting for High-Quality Hold Music
To enhance customer satisfaction and improve overall call experience, companies should consider investing in high-fidelity hold music. This could include licensing music from professional providers or even commissioning custom music that perfectly matches their brand and industry.
By prioritizing high-quality hold music, companies can:
Reduce customer frustration and improve call completion rates.
Improve their brand image as user-centric and customer-focused.
Attract more customers and retain existing ones.
Optimize their call center operations for better productivity.
SEO Optimization for High-Quality Music on Hold
From an SEO perspective, prioritizing high-quality music on hold can also help improve your online presence. By ensuring that callers have a positive experience, you can:
Encourage longer call times, which can be important for building customer relationships.
Increase the chances of positive customer reviews and word-of-mouth referrals.
Avoid bad reviews and negative feedback that could hurt your online reputation.
Additionally, you can leverage content marketing strategies to discuss the importance of high-quality call music, offering tips and resources to other businesses looking to improve their customer service.
In conclusion, the music played on hold can significantly impact the caller experience. By recognizing the importance of quality music and taking steps to improve it, you can enhance your customer relationships and improve your online presence.