Everyone knows Drill: Dial, and then wait. Then wait a while, as a humble but vaguely stimulating tuned drone. If the customer survey is credible, then many people will lose their lifetime. They will be confused all day long, humming the same song repeatedly, it is very important to hear their call and the next available representative will be soon The promise of being with them.
In a pandemic, as the world tries to deal with logistical nightmares, the waiting time for customer service calls will only get worse.Some people choose to take full advantage of boredom, choreography Vibrato dance To fill the time. But for those with normal positivity, more waiting time means more time to enter the abyss.
No one called the customer service to chat. In most cases, people will call to report problems or ask for help-this is a busy day. However, poorly maintaining music feels like a wasted opportunity. If it creates the right atmosphere, the caller may be less likely to hang up, or at least be more generous to the unfortunate operator who answers the call.
Background music is a proven marketing tool used to influence consumer behavior in stores and restaurants. Certain changes in volume, rhythm, pitch, and texture can have a subconscious impact on our emotions. Arouse the pleasure center In the brain. Concerts stimulate “happiness hormones”, such as dopamine and serotonin, which can relax customers, and then they are more likely to order an extra drink or toss another thing into their basket.
So, where did the most common genre music go wrong? When experts spend decades making jingle sounds to appease us, why is our blood still boiling? The answer is not that simple. Although designed to be harmless, the voice you hear while waiting for help is full of requirements that are necessary to keep the music producer deeming customer satisfaction. But unfortunately, the psychological torture of waiting means that even the best waiting music can irritate you.
Katherine O’Neill, an expert in music psychology at York University, said that many stimuli to maintain music are a “conditional response”. We are frustrated by being forced to stand by and we are online hoping to hear anything we hear. In short, “We are annoyed by waiting, but this feeling is related to music,” O’Neill said.
But music does affect our perception of waiting time. “Music is more effective than silence in reducing the estimation of time,” O’Neill said. “In general, compared to ringtones, the presence of updates or music has a positive effect on satisfaction.” Of course, it cannot completely erase the passage of time.
But why must it be so plain? According to Danny Turner, director of creative programming at Mood Media, Mood Media is a long-term maintenance music supplier, “It’s very important that music is in sync with brand or commercial standards.” Hard rock or electronic music is not. It will be a soothing choice for the doctor’s office, just as classical music does not motivate callers to join the gym. If there is a human voice in the mix, Turner warns that the lyrics must be “business-friendly”—not explicit or pretentious. In addition, if the music is too pleasant, it may be counterproductive. “If we like music, we will pay more attention to it, and then we will feel we have been put on hold for a longer time,” O’Neill said. “Brands use beige music because it kills time better than silence, but theoretically we pay less attention to it.” The result? When you call a cable TV provider, you will hear a lot of very modest tunes.