When callers are placed on hold, you have a choice: leave them in silence, risk losing them to boredom or frustration, or engage them with a carefully crafted audio experience. At Ad-Hold, we know that music on hold isn’t just filler—it’s a powerful tool that influences how callers feel and how long they’re willing to wait.
So, what does the science say? Let’s explore how the right background music can reduce perceived wait time, improve caller mood, and help your business make a better first impression.
Music on Hold and Caller Psychology
Multiple studies have shown that music has a direct effect on mood and perception of time. When a person is on hold, every second feels longer—unless there’s something pleasant to focus on.
-
Upbeat music tends to make time feel shorter and creates a more positive experience.
-
Soft instrumental or ambient music can reduce anxiety and keep callers calm.
-
Well-chosen music gives your business a professional tone and reinforces brand identity.
Silence, on the other hand, creates uncertainty. Callers may wonder if they’ve been disconnected or forgotten. This increases frustration—and hang-ups.
What the Research Shows
-
A Journal of Applied Social Psychology study found that people placed on hold with music and messaging waited longer than those left in silence—without noticing the time difference.
-
Another study from the Journal of Consumer Research concluded that tempo and familiarity of music can affect whether callers perceive the business as friendly, professional, or trustworthy.
-
Psychological Bulletin reports that pleasant music activates reward centers in the brain, creating a more positive emotional state—even in situations that involve waiting.
Bottom line? Music on hold can shape a caller’s emotional response before they ever speak to a representative.
Choosing the Right Music Matters
Not all music is created equal—especially when it comes to on-hold environments. At Ad-Hold, we help you choose background tracks that match your industry, tone, and brand voice. We consider:
-
Pacing – Fast-paced tracks can energize; slower ones can calm.
-
Genre – Classical, jazz, ambient, and light pop often perform well.
-
Volume and clarity – Crystal-clear audio at the right level is essential for a professional feel.
-
Licensing – We ensure all music used in your program is fully licensed and legal.
Pairing music with short, informative messages about your services, seasonal specials, or FAQs is even more effective at keeping callers engaged and informed.
Let Ad-Hold Improve Your Caller Experience
At Ad-Hold, we specialize in creating custom on-hold messaging and music programs that do more than fill silence—they elevate your brand, improve caller satisfaction, and reduce hang-ups.
Whether you’re a medical practice, law firm, home services company, or retail business, the right music and messaging can transform hold time into a valuable touchpoint.
Ready to upgrade your caller experience?
Contact Ad-Hold today to learn how the science of music can work for your business.