After spending about a half-hour on hold for an Anthem agent yesterday, I came to the conclusion that I could record better hold music than what I was listening to. They had a somewhat dramatic piano sonata, interrupted periodically by the typical recording of a woman’s voice, “Your call will be answered by the next available agent; please continue holding.” This was irritating to say the least.
The accompaniment should instead be something like Brian Eno’s Ambient 1: Music for Airports, and the vocal message should be part of the ambience, sung or spoken to go with it, rather than interrupt it. This would be more calming for callers who may be likely to be frustrated to begin with. Continuous mellow, integrated hold music would also be far better than silence, in which you have to check your phone to make sure you’re still connected, or silence interrupted every so often by someone’s voice. Express Scripts had a woman’s voice saying, “Please hold…”, every 5 seconds.
We can do better.