What is music while waiting and how does it work?
Music on Hold (MOH) is the audio content heard by callers while they are placed on hold or waiting in queue to connect with an operator. Without configured content, callers would hear silence or a broken tone: both appear unprofessional and increase the likelihood that the customer will hang up.
The content can be music, spoken word (company information, opening hours, website address) or a combination of both. Modern central units allow different content to be set for different queues or branches and enable multiple recordings to be rotated.
How to use waiting music effectively?
Waiting time is an opportunity for callers to focus on your content. Consider what you want to communicate at that moment.
- Company Information - opening hours, website address, most frequently asked questions
- Current offers - current promotions or news suitable for the given customer segment
- Estimated waiting time - informing callers of the approximate waiting time will reassure them and reduce the number of abandoned calls
- Music - Pleasant, neutral music is better than silence but must not be distracting during longer waits.
Avoid excessively loud music or repetitive advertising messages, which tend to irritate customers during longer waits.
Copyright and settings in the Virtual Control Centre
If you use commercial music, even from your MP3 player or a streaming platform. You are infringing copyright. In the Czech Republic, rights to musical works are managed by the collective administrator OSA (Ochranný svaz autorský). Using commercial music as content while waiting is subject to licensing, which is separate from personal listening.
The simplest and legally safe alternative is to use music with a Creative Commons licence or tracks marked as royalty-free (no fee for repeated use). On virtualni-ustredna.cz you can upload your own MOH file via the admin panel without needing to call an engineer.
Frequently Asked Questions
Can I use music from Spotify as background while waiting?
No. A Spotify licence is intended for personal listening only. Commercial use, such as playing music while customers wait, requires a separate licence. Use royalty-free music or consult OSA regarding licensing.
What if I don't want music, but just silence?
Technically the central system allows this, but we do not recommend it. The silence of the caller is disorienting. They do not know whether they are still connected or have been disconnected. At least a simple recording thanking them for waiting is a better option.