Comments on: On-hold music boosts call centre service level http://www.callcentrehelper.com/on-hold-music-boosts-call-centre-service-level-4262.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Guy Fielding http://www.callcentrehelper.com/on-hold-music-boosts-call-centre-service-level-4262.htm/comment-page-1#comment-22819 Guy Fielding Fri, 10 Jul 2009 09:56:39 +0000 http://www.callcentrehelper.com/?p=4262#comment-22819 Isn't it intersting that as an industry where use of this tecnology is widespread we are only now trying to find out if it works? And when we do, rather than examining what people do, instead we merely ask them what they might do (and we know that there can be interesting mis-matches between 'say' and 'do'). How could so many companies do ROI calculations without knowing what the likely impact on abandonment rates, post "on-hold" customer bahaviour, and future contact actually is? The irony is that setting up a study to get this data and then analysing it to determine effectiveness isn't difficult. Wouldn't it be nice if someone actually did a proper study of the effectiveness of music on hold, before companies invest any more money? If anyone is interested, we'd love to help. Isn’t it intersting that as an industry where use of this tecnology is widespread we are only now trying to find out if it works? And when we do, rather than examining what people do, instead we merely ask them what they might do (and we know that there can be interesting mis-matches between ’say’ and ‘do’).

How could so many companies do ROI calculations without knowing what the likely impact on abandonment rates, post “on-hold” customer bahaviour, and future contact actually is? The irony is that setting up a study to get this data and then analysing it to determine effectiveness isn’t difficult.

Wouldn’t it be nice if someone actually did a proper study of the effectiveness of music on hold, before companies invest any more money? If anyone is interested, we’d love to help.

]]>