What is music on hold?
Music on hold is what your callers hear when you put them on hold. It can be a tune, a recorded message, or a mix of both.
No one likes to be on hold, but for businesses, it’s a simple way to make hold time feel shorter and more professional. You can play background music, let people know about your services, or share important info like business hours or updates. It’s also a chance to show off your brand personality a little.
Benefits of using the music on hold feature
Here are a few benefits of using music on hold that can help businesses look more professional.
Keeps callers engaged
Music or messages can significantly reduce perceived wait time and lower call abandonment rates. If your business obtains the rights to, let’s say, a Bruno Mars song, people might actually dance a little while waiting.
Builds a professional impression
Even a simple track can make your business sound more polished and professional. With the right tone, you can set expectations and reflect your brand personality.
Offers a subtle marketing channel
Use hold time to inform callers about current promotions, seasonal updates, or frequently asked questions. It’s a somewhat effective way to communicate with your customers or potential clients.
Why use MightyCall’s music on hold feature?
With MightyCall’s music on hold, you can turn wait time into an opportunity. Whether it’s a quick transfer or a few minutes in a call queue, callers hear professional, customized audio instead of dead air.
MightyCall makes it easy to upload your own music or voice recordings, assign them to different lines or departments, and even mix music with promotional messages. It’s not just a simple feature. It’s a fantastic way to sound more polished, share helpful info, and make your business feel more responsive.
Shweta R.
Marketing Support Specialist Mid-Market (51-1000 emp.) |
07/06/2023 "MightyCall is best cloud based calling software with good quality and where we can keep a track of each call and analyse it later. With features like SMS service , music on hold we keep our customer engaged. We can create notes while on call which help us to keep the important information related to callers at one place that's why totaly liked it."
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How does it work? A setup guide
It’s a rather simple process:
- Go to your account settings.
- Select the Greetings & Media tab.
- Select music for your on-hold messages from the list of default tunes or upload your own.
- Save the changes and go to the Answering Rules tab.
- Choose “hold incoming calls when you’re busy,” and callers will listen to your selected music on hold.
Use cases
What are the cases when businesses might benefit from the music on hold feature? Let’s have a look.
1. Waiting in call queues
When call volumes are high and customers are waiting to speak with someone, hold music helps make the wait feel shorter and more pleasant.
2. Being transferred between departments
Transfers can take a few moments. Instead of leaving the caller in silence (and wondering if they were disconnected), they hear music or a helpful message, keeping them engaged and informed.
3. Placing a caller on hold mid-call
Whether an agent is checking account details or consulting a colleague, music on hold fills in the gap and reassures the caller that they’re still connected.
Best practices for using the music on hold feature
It’s a fun feature, but with great fun comes great responsibility. We put together the best recommendations you can use when implementing the music on hold feature in your business routine.
Use licensed or royalty-free music
Avoid legal issues by only using music you’re authorized to play. Don’t stream the radio or use copyrighted songs unless you’ve obtained the proper licenses. MightyCall supports uploading your own files, so make sure they’re safe to use.
Keep it short
Choose music or messages that sound good when they are on the loop. Avoid long intros, dramatic shifts, or anything that could feel repetitive or jarring after 30+ seconds.
Mix music with messaging
A balanced mix, such as 70% music and 30% spoken word, can keep the caller both entertained and informed. You can use voiceovers to share:
- Your business hours
- Current promos or announcements
Just be sure not to overdo it, so you don’t overwhelm the listener with too much info.
Optimize audio for phone systems
Phone networks (especially VoIP) compress audio, so upload files in mono and at 8000 Hz sample rate for best clarity. High-fidelity stereo music won’t sound as good over a phone line.
Match the tone to your brand
Choose music that aligns with your business. A Lady Gaga song probably won’t suit a law firm. A calm, professional background music might be a better fit. A retail store might opt for something more upbeat and energetic.
Customize by department or time
Customize your hold audio for different scenarios:
- Sales vs. support calls
- Special campaigns or seasonal changes
This helps create a more relevant and personalized experience.
Test the experience yourself
Call your own business lines regularly to check how the hold music sounds. This helps catch volume issues or poor audio quality.
