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All The Rules Regulating Music On Hold
The biggest advantage of telephone on hold music is that it lessens the call abandonment rate. This is significant because, in accordance with the latest CNN survey, about 35% of callers who drop their calls do not call back. Music on hold helps prevent boredom and the voice-overs like 'your call is important to us' and 'somebody 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 plus a survey by Telemarketing Magazine signifies that 25% to 40% of callers purchase goods or services based on the information they heard whilst holding. This means including a marketing of your company and its products/services and including a call to action will result in greater ROI (return on investment).
There are many sources of music for hold. These comprise of off-the-shelf commercial CDs, custom-designed MOH (with or without voice-overs), stock MOH CDs (with or without voice-overs), online on hold, and radio. All the music could be played by a music on hold player. So it is, crucial that you purchase a music on hold player that accommodates all the music sources. It is important that you are aware of the laws and regulations regulating these music sources so that you can choose the most suited source.
The only sources of music for hold which you could play with no fear of legal action are custom-designed MOH since you get to select music that is not copyrighted and store MOH CDs since 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 since even radio stations need to pay licenses themselves and they do not possess re-broadcasting rights. With commercial CDs, only play the music if the users had gotten permission from the song's title copyright owner (i.e if the song is not in the 'public domain') and also from the song's mechanical copyright owner. There are features that permit your music on hold player to select, download, and play music that does not infringe on the laws of copyright when playing online on hold music. It is therefore, vital that you look at 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 open to license online, or through your on-hold production company. If you wish to get your music from radio, you could also get your music from subscription music sources such as Muzak and the likes of Music Choice should you have cable TV service. Licenses can be obtained 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 should you get an out of court settlement. Generally, copyright infringement fines may range from $500 to $150,000.
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