Getting the sound right (and legal)
First, the trap: playing the radio or Spotify to holding callers needs public-performance licensing — many businesses unknowingly don't have it. Our systems ship with properly licensed hold music, or your own commissioned audio, so the question never arises. Then the craft: choose something neutral-to-pleasant that matches the brand (a spa and a scaffolder shouldn't share a playlist), keep volume comfortable, and never loop a 20-second clip — four minutes of the same jingle has ended customer relationships.
Messages that work, honesty that keeps callers
Hold audio is airtime: alternate music with short useful messages — opening hours, the website for tracking, one thing you're proud of — without turning the hold into an advert break. The trust-builders: queue position and honest wait estimates ('you're second in the queue' keeps people holding; mystery loses them) and an escape ('press 1 and we'll call you back'). Configured on our queue setup, changeable by you in minutes — including that seasonal message you'll want in December.
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Frequently asked questions
Can we use our own music?
Yes, if it's licensed for the purpose — commissioned tracks and production-library music work perfectly. We'll steer you off the licensing traps.
Can messages change by time or season?
Yes — schedule different audio for out-of-hours, promotions or holiday notices, set in the portal in minutes.
Do callers really abandon over hold audio?
Measurably — bad or silent hold drives hang-ups fast. Position announcements and decent audio hold callers two to three times longer.