The biggest benefit of telephone on hold music is it lessens the call desertion rate. This is significant as, according to a recent CNN survey, about 35% of phone callers who drop their phone calls usually do not call back. Music on hold helps prevent boredom and also the voice-overs like 'your call is really important to us' and 'someone will be with you shortly' keep callers on the calls. Market research by Cellular Marketing Magazine reveals that 90% of phone callers prefer on hold messages to silence plus a market research by Telemarketing Magazine reveals that 25% to 40% of phone callers buy goods or services based on the information they heard while holding. This means including a marketing of your company as well as its products/services and together with a call to action will result in greater ROI (return on investment).

There are lots of sources of music for hold. These comprise of off-the-shelf commercial CDs, stock MOH CDs (with or without voice-overs), custom-designed MOH (with or without voice-overs), online on hold, and radio. All the music can be played by a music on hold player. Therefore, it is, crucial that you purchase a music on hold player which accommodates all the music sources. It is essential that you are aware of the legal guidelines regulating these music sources so as to select the most suitable source.

The only sources of music for hold which you can play with no fear of legal action are custom-designed MOH as you could select music which is not copyrighted and store MOH CDs as these CDs are manufactured for MOH and they therefore feature music that has already been licensed or that is not protected by the laws of copyright. You need to pay if the telephone on hold music is coming from the radio as even radio stations need to pay licenses themselves and they also do not possess re-broadcasting rights. With commercial CDs, only play the music if the users had got permission from the song's title copyright owner (if the song is not in the 'public domain') as well as from the song's mechanical copyright owner. There are features that enable your music on hold player to choose, download, and play music which doesn't infringe on the laws of copyright when playing online on hold music. Therefore, it is, essential to consider the features of your music on hold player prior to making a purchase.

You could get classical telephone on hold music as most classical music does not require licenses and you can use royalty free music that is open to license online, or via your on-hold production company. If you wish to get your music from radio, you can also get your music from subscription music sources like Muzak and the likes of Music Choice if you have cable TV service. Licenses can be obtained by BMI, AMS Music, and ASCAP, that are the U.S representatives for music copyright owners. These are also the administration agencies. Currently, the fine for playing radio music on hold is $1,500 should you get an out of court settlement. Usually, copyright infringement fines may vary from $500 to $150,000.

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