Muzak That Makes Small Businesses Sound Like Bigwigs

WAITING ON HOLD TO TALK to a salesperson is a drag, and chirpy sales pitches interspersed with music can be annoying. But there's a good reason many companies pay for phone-system soundtracks: Piping audio into the hold queue helps the bottom line at companies that handle oodles of calls. A Call Center Solutions magazine study found that 60% of callers hang up if there's no music or messages, and a third of them never call back. Audio keeps callers on the line longer, and if sales messages are woven in, 16% end up buying more stuff.

To continue reading this article you must be a Bloomberg Professional Service Subscriber.