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All The Rules Administering Music On Hold
The greatest advantage of telephone on hold music is that it lowers the call desertion rate. This is important as, according to the latest CNN survey, about 35% of callers who drop their calls do not call back. Music on hold prevents boredom as well as the voice-overs such as 'your call is really important to us' and 'someone will be with you soon' keep callers on the calls. A survey by Cellular Marketing Magazine implies that 90% of callers prefer on hold messages to silence and a market research by Telemarketing Magazine shows that 25% to 40% of phone callers buy goods or services based on the information they heard whilst holding. This means including a promotion of your company and its products/services and including a call to action will lead to greater ROI (return on investment).
There are lots of sources of music for hold. These include 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. So it is, important that you buy a music on hold player that accommodates all the music sources. It is crucial that you know the law regulations governing these music sources so as to select the most suited source.
The only sources of music for hold that you could play with no fear of legal action are custom-designed MOH since you can choose music which is not copyrighted and stock MOH CDs as these CDs are manufactured for MOH and so they feature music that has already been licensed or that is not protected by copyright laws. You have to pay if the telephone on hold music is coming from the radio because even radio stations have to pay licenses themselves and they also do not have 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') and also from the song's mechanical copyright owner. There are features that allow your music on hold player to select, download, and play music that does not infringe on copyright laws when playing online on hold music. So it is, important that you consider the features of your music on hold player prior to making a purchase order.
You could get classical telephone on hold music since most classical music does not require licenses and you could use royalty free music which is available to license online, or via your on-hold production company. If you want to get your music from radio, you can also get your music from subscription music sources like Muzak and the likes of Music Choice should you have cable TV service. Licenses are offered by BMI, AMS Music, and ASCAP, which are the U.S representatives for music copyright owners. These are also the enforcement agencies. The current fine for playing radio music on hold is $1,500 if you get an out of court settlement. Typically, copyright infringement fines can range from $500 to $150,000.
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