Music On Hold News

Steps Toward Easing Online Shopping Fears

I was cheerfully greeted this morning with this note in my inbox:

Thank you for very professional and easy service.  When you find someone with a google search you never know how professional they will be, you guys arevery good at what you do  and I would recommend you to anyone.   Lori Sowers of Arvine Pipe And Supply

Sometimes an online company can forget that online shoppers have a right to be apprehensive and extremely cautious. “Buyer beware” is truer than ever. So how can we at Easy On Hold continue to build confidence among online shoppers who genuinely need help with music on hold and messages on hold systems? By following a code of ethics.

We’re big supporters of the Better Business Bureau. The BBB’s online division, called “BBBOnLine” has a mission to promote trust and confidence on the Internet. Member businesses with web sites can display the BBB Accredited Business seal online, but only after the BBB has confirmed adherence to the BBB Code of Business Practices, including its online standard.

Here’s a brief look at the BBBOnline Code of Business Practices, which you can find in its entirety here.

1. Build Trust
Establish and maintain a positive track record in the marketplace.

• Have been operational (actively selling products or services) in any BBB service area for at least the most recent 12 months.
• Be free from government action that demonstrates a significant failure to support BBB ethical principles.
• Be free of an unsatisfactory rating and maintain at least a B rating at the accrediting BBB.
• Meet all applicable standards within this Code of Business Practices
• Cooperate with BBB’s activities and efforts to promote voluntary self-regulation within the business’ industry
• Honor any settlements, agreements or decisions reached as an outcome of a BBB dispute resolution process
• Complete the required application and pay all monetary obligations to BBB in a timely manner

2. Advertise Honestly
Adhere to established standards of advertising and selling.

• Abide by the BBB Code of Advertising.
• Adhere to applicable BBB industry codes of advertising.
• Cooperate with BBB self-regulatory programs for the resolution of advertising disputes.
• Use the BBB name and logos in accordance with BBB policy.
• Avoid misleading customers by creating the false impression of sponsorship, endorsement, popularity, trustworthiness, product quality or business size through the misuse of logos, trustmarks, pictures, testimonials, or other means.

3. Tell the Truth
Honestly represent products and services, including clear and adequate disclosures of all material terms

• Make known all material facts in both written and verbal representations.
• Ensure that any written materials are readily available, clear, accurate and complete.

4. Be Transparent
Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.
Clearly disclose to customers:

• direct and effective means to contact the business
• terms of any written contract
• any guarantees or warranties accompanying a product
• any restrictions or limitations imposed (e.g. limited supply,maximum number available per customer)
• the business’ return/refund policy
• any recurring commitment into which the customer may be entering, including information on how future billing will occur
• total cost of the transaction, including tax, shipping and handling, and other related charges

If selling products or providing services on Web sites or via other electronic means:

• provide any required product labeling information
• disclose the nature and terms of shipping, including any known delays or shortages of stock
• provide an opportunity to review and confirm the transaction before the sale is completed
• provide a receipt summarizing the transaction after the purchase

5. Honor Promises
Abide by all written agreements and verbal representations.

6. Be Responsive
Address marketplace disputes quickly, professionally, and in good faith.

• Promptly respond to all complaints forwarded by BBB.
• Make a good faith effort to resolve disputes.
• Comply with any settlements, agreements or decisions reached as an outcome of a BBB dispute resolution process.
• Cooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.

7. Safeguard Privacy
Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their information.
Businesses conducting e-commerce agree to disclose on their Web site the following:

• what information they collect,
• with whom it is shared,
• how it can be corrected,
• how it is secured,
• how policy changes will be communicated, and;
• how to address concerns over misuse of personal data.
• Secure sensitive data.
• Honor Customer preferences regarding contact by telephone, fax and e-mail, and agree to remedy the underlying cause of any failure to do so.

8. Embody Integrity
Approach all business dealings, marketplace transactions and commitments with integrity.

Easy On Hold knows that a spotless customer service record is the gold standard for online businesses, and we will work every day to maintain our BBB A+ Rating.

You’ll find some great tips here: Better Business Bureau online shopping tips.

How To Use Your Hold Button

Before you say, “I already know how to use my hold button“, let me ask you about the time YOU spend on hold. Can you think of some “on-hold time” you’ve experienced lately that was painfully awful? Yea, me too. Obviously, plenty of businesses don’t have the hold button thing figured out.

One guy I found has been recording terrible-sounding hold messages and music on his iPhone. Neatorama Blog writes, “Clearly, I spend a lot of my life on hold, as this short list represents only half the total I recorded over the course of the last year.” You can visit the blog and hear samples of actual music on hold messages.

Here are a few steps you can take today to best use that little red button that makes so many people angry.

1. Who is calling? Rule number one in marketing and PR is, “know your audience”. By profiling the callers, you’ll get a picture of who you have on the line, what it would cost to lose them and the potential they hold for boosting your bottom line.
2. How long are your hold times? Be honest. Managers say, “we don’t really keep people on hold”, but would your callers agree? Unless you’re operating a sophisticated call center, you really don’t know exactly how long your hold times are. Make the effort to nail down whether your hold times are 10 seconds or 50 or 60 seconds. While we all want shorter hold times, it pays to utilize the time callers are waiting on hold. Shorter hold times allow for short, meaty announcements, while longer hold times allow you to go into a bit more detail in your on hold message.
3. What is the desired outcome of the call? Are callers looking to make a purchase? Check on delivery times? Make an appointment? What are their concerns? Work with a music on hold expert to develop targeted messages that provide the best possible outcomes.
4. Get a free message on hold demo. By working with a qualified music on hold production team, you’ll be able to test your hunches about what callers want to hear. Share the demo with the people who answer phones at your company; get input; work closely with the production director who manages your script changes.

There’s a lot more to using your hold button than just pushing HOLD. Your hold button is a tool. Put it to good use!

Friendly Phone On Hold Wins Loyal Customers

Over the 13+ years Easy On Hold has been in the music on hold business, we’ve often asked clients to describe the style or tone of their custom spoken message. The terms heard most often are, “friendly” and “professional”. What drives this?

Most people complain that on-hold messages are filled with insipid brochure-talk and synthesized music, but the real trouble is that people can be easily offended just by being placed on hold. While standing in line at the bank, a man was overheard explaining, “I called your bank and you put me on hold.” He was angry—even offended—to have been placed on hold. People want personal attention and they want it now. While the bank manager could not avoid the man’s hold time, he could have had a voice on-hold that was so friendly and professional that the experience would have been at least tolerable for even the most irritable customer.

Tips For Sounding Friendly—Phrases To Avoid And To Consider

Never apologize for being on hold. If hold is so bad then we shouldn’t have put you there. Instead, prompt the caller to feel glad that they called in the first place.

• We’re glad you called.
• We’re looking forward to talking with you.

Never tell the caller that they’re important. At one time this was acceptable, but today everyone knows the line, “If I’m so darned important, then why am I on hold?” Instead, politely thank the caller.

• Thanks for your call.
• Thanks for calling us today.
• We appreciate your call.
• Thanks for connecting with us.

Never explain that you’re busy with someone else. The customer is king, and there can only be one king. Instead, show that they’re appreciated.

• Thanks for your business.
• As a valued customer (member, associate)…
• You’re our number one priority.

Keep the caller hanging on with short—brief—not lengthy “coming right back” phrases. Did we mention that these are very short?

• Hold on, we’re coming right back.
• You’ve got our attention! We’re on our way back to your call.
• You’ll find out more in just a moment.

Let the caller know that they are of interest; they’re needed; we must speak with them right away.

• If you’ve got a comment, we’d like to hear it.
• Your opinion counts.
• You’re about to get the answers you need.

Politeness demands that we are not too glib, sarcastic or self-centered. We are customer-focused, not on a soap box.

• Welcome to…
• Please
• Thank you
• If you thought_________, you’re right!
• Let’s talk about it.

70% of business calls are placed on hold. Spend some time with your Easy On Hold Music On Hold Expert to prepare for this inevitability. Focus on the caller and use the friendly phrases we suggest here (or, add your own-get a little creative!).

3 Tips For Keeping Callers On The Line

“Verizon has absolutely bizarre hold music. …and then the bot hung up on me. What utter indignity!” Hey, Verizon! That’s one of your customers in a recent tweet.

Could your caller be tweeting about your music on hold?

Here are 3 quick tips to generate a positive reaction from callers on hold:

1) Talk to one caller, in personal terms. Speak as though there is only one customer on the line. Phrases that address, “you”, “your” as opposed to referring to “our patients” or “customers”. I don’t want to hear that you’re helping someone else–I want to be treated like the only customer you have.

2) Let the caller know you understand their situation. Your caller has a need; perhaps a problem that you’re going to solve. Start by addressing the need. Show understanding for the reason your caller is on the line and willing to hold. For example, a waste management company says, “It can be frustrating if your trash wasn’t picked up on time…” A medical office might show an understanding for billing needs, or talk about a focus on making patients comfortable.

3) Keep messages short. How much can someone remember from a message on hold? Not much. Make short statements that are wrapped around one idea. Avoid long lists and detailed descriptions.

Try a free music on hold message demo and play around with this approach.

Audio File Formats For Telephone System On Hold

Better telephone system technology allows message on hold audio to be loaded directly into the phone system, rather than played from an outside source, such as a music on hold player.

If you’re using your phone system’s internal music on hold capabilities, you will need to know the required file format. You message on hold provider should be able to offer the correct format for your phone system.

Here is a list of the most commonly used file formats for telephone system music on hold:

PCM (pulse code modulation) refers to an uncompressed .wav file:

• PCM .wav    44.1 kHz, 16 Bit
• PCM .wav    48 kHz, 16 Bit
• PCM .wav    16 kHz, 8 Bit
• PCM .wav    8 kHz, 8 Bit

U-Law (also known as mu-law) and A-Law are special compression schemes:

• CCIT u-Law (.wav) 8 kHz, 8 Bit
• CCIT a-Law(.wav)  8 kHz, 8 Bit

ADPCM (adaptive pulse code modulation) differs from PCM, in that the PCM .wav files are stored using linear samples, while ADPCM uses deltas between samples.

• IMA ADPCM(.wav)   8 kHz, 4 Bit

Dialogic ADPCM files are always 4 Bit files. Learn more.

• DIALOGIC ADPCM (.vox) 6 kHz
• DIALOGIC ADPCM (.vox) 8 kHz

G711 is a type of U-Law or A-Law. More here.

• G711 u-Law (.vox) 6 kHz
• G711 u-Law (.vox) 8 kHz
• G711 a-Law (.vox) 6 kHz
• G711 a-Law (.vox) 8 kHz

MP3 is extremely common. Excellent results are obtained with a  monaural 128 Kbps .mp3 file.

• MPEG-3 (.mp3) 128 Kbps

The .au file extension was begun by Sun Microsystems. It is similar to .wav formats, but requires the .aw file extension.

• .au   u-Law 8 kHz, 8 Bit
• .au   a-Law 8 kHz, 8 Bit
• .au   PCM 8 Bit
• .au   PCM 16 Bit

If converting your own files…

If you are converting audio from one file format to another, be aware that it is best to begin with the native file format, that is, the highest-quality original format in which the audio was created. Often this is a 16 Bit .wav file. To work with converting audio files, you might want to try the SwitchSound audio file converter.

Shopping Music On Hold System? 2 More Tips

If you’re looking into getting a music on hold system to help callers endure on-hold time, you’re not alone. Every day I speak with owners of small businesses, technicians, marketers and office personnel who are looking for advice. In our previous post we mentioned 5 Tips.

As promised, here are more considerations that will help you make a smart hold messaging purchase.

Request A Custom Demo. Typically, message on hold providers will play an audio sample of messages on hold they’ve produced for other businesses. That’s fine, but it doesn’t really show you what they’ll do for you. Will you get the same voiceover/announcer, script quality, production quality, etc. as the sample? The only way to know for sure is to discuss your business with a music on hold producer. Let them take a couple of days to write up a short script–about your business. Listen to the voiceover for your actual production. Listen to how the music works with the voice. You don’t need to be completely satisfied, as the script can be modified, the music can be changed, etc., but the demo should tell you if the producer “gets” your business. Also, consider how the production process was handled. Were deadlines met? Did the script speak to the caller, or was it all fluff and corporate-speak? Don’t let the script writer get away with using a boring template.

Is The Music Licensed? I’m assuming you haven’t been staying up at night studying copyright law, and I’m  not a lawyer either, but I have learned about the proper way to use music in my business. Please review my report, Understanding Music On Hold Copyright. Since the telephone is a wired communications device regulated by the Federal Communications Commission, any use of music on hold is considered a re-broadcast. Check your telephone equipment manual. Chances are, it includes a warning against use of unlicensed music. Here’s the point: not all music and message on hold providers cover the performance license you need. If the music on hold provider cannot explain how you’re covered, be suspicious. Please visit a page on our site called How To use Music On Hold Legally for more information.

REVIEW:

1. Contract or No Contract? You may not be served well by a contract or pay-as-you-go program.
2. What Is A Message? Be sure you understand the difference between a “message” and a “paragraph”.  Terms can be tricky.
3. Get To Know Your Phone System. If you already have music on hold, find out how the audio gets into your phones. If you don’t have any audio on hold now, learn the make and model of the phones or phone system.
4. How Often Will You Change Your Message? Ask about discounts for multiple messages; don’t buy more messages that you realistically will use.
5. Beware of Unnecessary  Installation and Setup Fees. You may be able to install yourself and save.