Music or silence on hold

[David W]

Are there any research studies or customer satisfaction information about the pros and cons of using music while waiting for an attendant to answer an incoming call?

[pankaj_lilima]

Originally Posted by David W

Are there any research studies or customer satisfaction information about the pros and cons of using music while waiting for an attendant to answer an incoming call?

yes there is one but not exactly what you looking for. There was a study conducted on customer tolerance level

while in visible queue (customer is informed about the amount of time he would need to wait) and
while in invisible queue (customer doesn't know how long he needs to wait).

Result of this study showed customers in visible queue had higher tolerance level when compared to invisible queue customers.

Now if you plan to use music it would still be a invisible queue. rather than just the music I would suggest to use a combination of music and info to the customer on how much time would it take.

with this in place you would have to ensure that calls are attended within the time given to the customers.

[whoo]

Personally, I think it would depend on the song. Play me an Arctic Monkey or a U2 song (like that would ever happen) while on I'm on hold and I'll be happy; play a Jessica Simpson song and I'll put down the phone immediately.