Being placed on hold is rarely the part of a phone call customers look forward to. But for many businesses, some waiting time is unavoidable.
What happens during that wait can make a difference.
The right on hold music can fill otherwise uncomfortable silence, create a more professional atmosphere and make the telephone experience feel connected to the company’s brand. The wrong choice can have the opposite effect.
From repetitive tracks to poor audio quality, small mistakes can turn a short wait into a frustrating experience.
Here are seven common on hold music mistakes businesses should avoid.
1. Choosing Music That Doesn’t Match Your Brand
The music callers hear should feel like it belongs to your business.
A luxury hotel, technology company, medical practice and fitness center probably shouldn’t create the same telephone atmosphere. Each has a different audience, personality and reason for receiving calls.
Think about how you want customers to feel when interacting with your company. Calm? Energized? Reassured? Welcomed?
Your on hold music should support that feeling.
For example, soft instrumental music may suit a professional or healthcare environment, while something brighter and more energetic might be appropriate for a travel, retail or entertainment business.
Music is another part of your brand experience, even when callers only hear it for a few minutes.
2. Using Short and Repetitive Music Loops
A short piece of music may sound perfectly fine the first time it plays.
By the fifth repetition, it can become difficult to ignore.
This is particularly important for businesses where callers may occasionally experience longer waits. Very short loops make the passing of time more noticeable because callers quickly recognize when the track starts again.
Using longer tracks or a selection of appropriate music can create more variety and make the experience feel less repetitive.
If your business regularly has longer call queues, listen to the entire experience yourself. What sounds pleasant for 30 seconds may feel very different after five minutes.
3. Ignoring Audio Quality
Music that sounds great through headphones won’t necessarily sound the same over a telephone connection.
Phone systems have different audio limitations, and certain elements of a track may not translate particularly well.
Music with heavy bass, dense instrumentation or large changes in volume can lose clarity. Poor-quality audio files can make the problem even more noticeable.
When selecting on hold music, businesses should consider how it actually sounds through their telephone system rather than judging it only through a computer or speaker.
Making a test call is one of the easiest ways to identify potential audio problems.
4. Playing the Music Too Loud
Hold music should make waiting more comfortable, not force callers to move the phone away from their ears.
Volume becomes especially important when music is combined with recorded announcements.
If callers constantly experience dramatic changes between quiet music and loud voice messages, the experience can feel unpolished and may make important information harder to follow.
Music and voice recordings should be balanced so callers can comfortably hear both without adjusting their volume.
It’s a small technical detail that can make the entire phone system sound more professional.
5. Forgetting About Music Licensing
Finding the perfect song doesn’t automatically mean a business has permission to use it.
Music is protected by copyright, and having access to a song through a streaming platform or purchasing it for personal listening does not necessarily provide the rights required for commercial telephone use.
Businesses should make sure the music they use is appropriately licensed for its intended purpose.
Licensing requirements can vary depending on the track, provider and location, so companies should confirm the applicable permissions before adding music to a business phone system.
Choosing music specifically provided or licensed for business telephone use can make this process simpler.
6. Filling the Entire Wait With Music
On hold music doesn’t necessarily need to play by itself.
Waiting time can also be an opportunity to provide callers with useful information.
Businesses can alternate music with short voice messages about opening hours, frequently asked questions, website resources, important service information or other ways customers can get assistance.
The key is moderation.
Callers don’t need to hear a promotional message every few seconds. Too many announcements can become just as repetitive as a short music loop.
Instead, useful messages can be spaced naturally between sections of music, giving callers information without overwhelming them.
7. Never Updating Your On Hold Experience
Businesses regularly update their websites, marketing campaigns, services and branding. Their telephone systems don’t always receive the same attention.
Music and messages can remain unchanged for years simply because nobody thinks to review them.
It’s worth calling your own business periodically and listening from a customer’s perspective.
Does the music still suit your brand? Is the audio quality good? Are any messages outdated? Are callers hearing information about a service or promotion that no longer exists?
Even if the music itself doesn’t need to change, the overall on hold experience should be reviewed regularly.
What Makes Good On Hold Music?
Good on hold music should be pleasant to listen to, appropriate for the business and suitable for telephone playback.
It doesn’t need to be complicated.
In many cases, clear instrumental music works well because it creates atmosphere without competing with announcements or demanding too much attention from the caller.
The best choice ultimately depends on the company’s brand, its audience and the type of calls it receives.
Businesses should also think beyond the music itself. Audio quality, volume, voice messages and the length of the average wait all contribute to the caller’s experience.
Creating a Better Experience While Customers Wait
No business wants customers to spend a long time on hold. But when waiting is unavoidable, the experience doesn’t have to feel like an afterthought.
According to Amazing Voice, one of the leading providers of professional telephone voice recordings in the USA, businesses can combine on hold music with professionally recorded messages to create a more informative and consistent caller experience.
The goal isn’t to entertain callers at all costs. It’s to make those few minutes feel considered, professional and connected to the rest of the customer journey.
Avoiding simple mistakes such as repetitive music, poor audio quality, inappropriate volume and outdated messages can make a noticeable difference.
Your on hold music may be playing in the background, but it’s still representing your business.
