Myth vs Fact: On Hold Music Is More Than Just Background Noise

When a customer calls your business and is placed
on hold, what do they hear?

For many businesses, the answer is either silence, a generic piece of music or whatever track happened to be selected when the telephone system was first installed.

It might seem like a small detail, but on hold music is an important part of the customer experience. Every moment a caller spends waiting is another opportunity to reinforce your brand, create the right impression and make the wait feel more comfortable.

The right music can help create a particular atmosphere, complement your brand personality and work alongside professional on hold messages to keep callers informed and engaged.

So, let's look at one of the most common misconceptions about telephone audio.

Myth: On hold music is just something to fill the silence

Fact: On hold music is part of your customer experience

Music does much more than simply prevent silence.

Think about the music you hear in a restaurant, hotel, shop or gym. It helps create an atmosphere and influences how the environment feels. Your telephone system is no different.

When a customer is waiting on the phone, the music they hear becomes part of their interaction with your business.

A carefully selected track can make your business sound:

• Professional
• Friendly
• Modern
• Relaxed
• Energetic
• Premium
• Approachable
• Trustworthy

The wrong music, however, can have the opposite effect.

A track that feels dated, overly loud, repetitive or completely unrelated to your business can make the experience feel disconnected from your brand.

That is why choosing on hold music should not simply be a case of picking the first suitable-sounding track.

Your customers experience your brand through sound too

Businesses spend considerable time thinking about their visual identity.

You may have carefully chosen your:

• Logo
• Colours
• Fonts
• Photography
• Website design
• Packaging
• Advertising style

But your brand is not only visual.

Customers also experience your business through sound.

The voice answering your telephone, your welcome message, your IVR menu, your on hold music and your on hold messages all contribute to how your business sounds.

This is where audio branding becomes particularly important.

Onhold Studio describes audio branding as using sound to help create a consistent identity for a business. It can include everything from telephone messaging and voiceovers to in-store audio and other branded sound experiences.

If your website feels modern and professional but your telephone system sounds dated, there is a disconnect.

Your customers may not consciously identify the problem, but they can still notice that something does not feel quite right.

You can learn more about the wider role of sound in our guide to audio branding and how it can benefit your business.

Why the right on hold music matters

1. It creates the right atmosphere

Different types of music create different feelings.

A lively, upbeat track may work well for a leisure business, while a calm and understated piece could be more appropriate for a professional service.

Imagine calling a luxury hotel and being greeted by loud, frantic music while you wait.

Now imagine the same call accompanied by calm, polished music that feels consistent with the experience the hotel is trying to provide.

The difference is significant.

The music does not need to be complicated. It simply needs to feel appropriate.

2. It reinforces your brand personality

Your on hold music should feel like it belongs to your business.

For example:

A hair salon might choose something modern, stylish and upbeat.

An estate agent might prefer something welcoming, contemporary and professional.

A hotel could choose something sophisticated and relaxing.

A children's attraction might benefit from something bright, playful and energetic.

A financial services company may want something polished, calm and reassuring.

There is no single type of music that works for every business.

The best choice depends on your audience, your industry and the personality you want your brand to communicate.

3. It can make waiting feel less frustrating

Nobody particularly enjoys being placed on hold.

However, there is a big difference between hearing carefully selected music and being left listening to complete silence.

Silence can create uncertainty. A caller may wonder whether the call has disconnected or whether anyone is actually dealing with their enquiry.

Music provides an audible indication that the call is still active.

Better still, combining music with professionally produced on hold messages gives callers something useful to listen to while they wait.

Onhold Studio's research and experience shows that callers can respond much better to an active, informative hold experience than to silence. The company's on hold messaging service is designed to use waiting time to inform callers, promote relevant services and reinforce the brand.

On hold music and on hold messages work better together

Music does not have to work alone.

One of the most effective approaches is to combine professional on hold music with informative on hold messages.

Instead of a caller hearing three minutes of continuous music, the experience might look something like this:

Music plays

"Thank you for calling. We're connecting you to a member of our team."

Music continues

"Did you know we now offer free consultations? Speak to a member of our team today to find out more."

Music continues

"You can also visit our website for more information and advice."

This creates a much more useful experience.

Your customer is still waiting, but they are also being reminded about your services, given helpful information or directed towards another part of your business.

Our on hold messages service can combine professional voiceover, music and carefully written messaging to create a bespoke experience for your callers.

Myth: Any music will do

Fact:The music needs to suit your audience and your business

It can be tempting to choose music based entirely on personal taste.

After all, if you like a particular track, surely your customers will too?

Not necessarily.

Your on hold music is not primarily about what you personally enjoy listening to. It is about what works for your customers and your brand.

Ask yourself:

• Who are our customers?
• What do we want them to feel?
• What does our brand stand for?
• Does the music reflect our industry?
• Does it complement our existing brand identity?
• Is it appropriate for the age and expectations of our audience?
• Does it sound professional when played through a telephone system?

That last point is particularly important.

Music that sounds great through headphones or speakers may not sound quite the same when played through a telephone system.

Professional production and mixing can help make sure the music and voice recordings work together clearly.

Myth: The louder the music, the better

Fact: On hold music should support the caller experience, not dominate it

Volume is another important consideration.

Music that is too loud can become irritating, particularly when callers are waiting for several minutes.

If you are using music alongside voice messages, the balance becomes even more important. The caller needs to hear the spoken message clearly without the music competing for attention.

Professional audio production helps ensure that music and voice are balanced appropriately.

The result should feel natural rather than distracting.

The music is there to support the experience, not become the experience.

Myth: On hold music is only relevant to large companies

Fact: Businesses of all sizes can benefit

You do not need to be a national brand with hundreds of telephone lines to benefit from professional music on hold.

In fact, smaller businesses can have a lot to gain from creating a professional telephone experience.

For many small businesses, the telephone is one of the most important ways customers make contact.

That means every call matters.

A professional welcome message, clear IVR options, suitable on hold music and helpful on hold messages can make a relatively small business sound established, organised and professional.

At Onhold Studio, our audio services are used by businesses across a wide range of sectors, from independent companies to well-known national brands.

How to choose the right on hold music

If you are considering changing your existing music, start with your brand rather than the music library.

Consider your brand personality

Write down three or four words that describe your business.

For example:

Professional | Friendly | Modern | Reliable

Your music should support those characteristics.

Think about your customers

Consider who is actually listening.

A track that appeals to a younger audience may not necessarily be suitable for an older customer base.

Similarly, music that works for a fashion brand may feel completely wrong for an accountancy firm.

Consider the pace

Fast-paced music can feel energetic and exciting, but it can also feel stressful if someone is already frustrated about waiting.

Slower music can create a calmer atmosphere, but it may not suit every brand.

There is no magic tempo that works for every business. The important thing is how the overall track feels.

Think beyond personal preference

The most important question is not:

"Do I like this song?"

It is:

"Does this sound like our business?"

That simple change in perspective can make choosing the right music much easier.

Don't forget music licensing

One area that businesses should not overlook is music licensing.

You cannot simply take a commercial song you like and use it on your business telephone system without considering the appropriate rights and licences.

Music used by businesses can involve copyright and licensing requirements, including when it is played to customers over the telephone.

If you are unsure about the rules surrounding music on hold, our recent guide explains the subject in more detail:

Music on Hold Licensing in the UK: What Businesses Actually Need to Know

It is also worth checking the latest guidance from the Information Commissioner's Office if your telephone strategy involves direct marketing communications.

Using a professional on hold music provider can make the process much simpler, particularly when you want suitable music without having to navigate licensing issues yourself.

A real-world example: making waiting time useful

Imagine someone is looking for an estate agent.

They call a local branch, but the person they need is already speaking to another customer.

The caller is placed on hold.

Option one: silence

The caller hears nothing.

After several seconds, they begin wondering whether the call has disconnected.

They wait.

They become frustrated.

Eventually, they hang up.

Option two: generic music

The caller hears a repetitive piece of music that has no obvious connection to the business.

It is better than silence, but it is not doing much to strengthen the relationship between the customer and the brand.

Option three: branded music and messaging

The caller hears carefully selected music that suits the company's professional but approachable personality.

Between sections of music, they hear useful messages about:

• Free property valuations
• New properties
• Mortgage advice
• Local market expertise
• Online property searches

Now the waiting time has a purpose.

The business has not simply kept the caller on the line. It has used the opportunity to communicate.

This is the difference between filling waiting time and using waiting time effectively.

How often should you change your on hold music?

There is no need to change your music every few weeks.

However, it is worth reviewing your telephone audio periodically.

Your business may have changed since the music was originally selected.

Perhaps your brand has been refreshed. Maybe you are targeting a different audience, have launched new services or simply feel that your existing telephone experience sounds dated.

Onhold Studio recommends keeping on hold content fresh, particularly where messages include promotions, opening hours or seasonal information.

You could also consider seasonal audio where appropriate.

For example, a retailer or leisure business might use Christmas-themed music during December, while other businesses may prefer to maintain a consistent year-round sound.

The important thing is that the change should make sense for your brand.

What makes professional on hold music different?

Professional on hold music is not simply about having a selection of tracks.

It is about finding music that works for the business and the telephone environment.

At Onhold Studio, our music library includes a range of styles and genres, allowing businesses to find music that suits their brand rather than forcing every company into the same sound.

We can also combine music with professionally recorded voiceovers and on hold messaging to create a complete telephone audio experience.

The result is a phone system that feels considered rather than an afterthought.

Give your callers something worth listening to

If your current telephone system relies on silence, generic music or an outdated recording, it could be time for a refresh.

Onhold Studio can help you choose professional on hold music, create engaging on hold messages and produce a complete telephone audio experience that sounds right for your business.

We offer a wide selection of music and can combine it with professional voice talent, bespoke scripts and high-quality audio production.