Call on hold
Toll Free Call
When you hear Milton H. Herzman, that may not mean anything to you. Born in 30 May 1909 and deceased in 25 Dec 1972 at 63, he was the first person to generate the idea of having a way to keep many calls on line to avoid disconnecting and reconnecting the line each time for a new call to come in. That way, callers have the assurance to be immediately attended to after the previous call. The system consisted in having on key (hold button) on the telephone and click on it to place a call on hold while looking for the best assistance. The invention got patented in 1930. Anyway that was not a pleasant experience, due to the long time spent on hold with the same tone “please wait till one of our agents attends to you”. Beside, the customers have no idea of having been abandoned or not.
No matter that, incoming calls on hold has become a basic feature of telephony’s networks. Later In 1962, Alfred Levy, after a fortunate mistake in his factory, notices that customer rather appreciate getting a music while on hold than the continuous boring “please wait till one of our agents attends to you”.
That was the result of a loose wire touching a steel girder. As an antenna, the girder conducted the frequency of the closest radio station straight to the callers’ line when put on hold through the company’s telephone system. After being updated Alfred realized that instead of being frustrated, the callers were amused instead. Therefore he applied for a patent of “telephone hold program system”, that was granted in 1966. The idea was to reduce the exasperation of the callers who experienced several busy calls, or long boring time on hold. It also gives the caller, the guarantee of having not been abandoned on line. Alfred’s goal was to set a key, which the operator will press after the hold button, to put a music for the caller in order to appease his/her nerves during the waiting time.
After him, many other telephony firms make better performance to ensure customers have amazing experience of their service. In this 21st century the Call on Hold system is known worldwide, especially with the expansion of mobile network and the internet.
But what is the real purpose of the call waiting (Call holding)?
In the year 19s it was the only way to avoid losing customers, because a caller that drops the phone is more likely not to call back and even try some other company. Thanks to Alfred’s invention of adding music track on hold, many other companies got the advertising potential of that feature. Nowadays Call hold is more known as “Music on Hold system”, and the goals are rather for the marketing and advertising. With the new VoIP system and Telecom feature the Call on Hold system is set for these purposes :
The Publicity
Advertise your services and products
Indicate your locations and your businesses hours
The Service’s quality
Customers get in touch with the suitable agent in a timely manner.
Operators have less stress attending to customers.
The Private Branch Exchange (PBX) Amont IT offers you, is able to sort all your telecommunication issue. As for the present context of how to have an amazing experience of the calls holding, you will definitely enjoy the MOH (Music on Hold) feature. It lays on the:
- Greeting setting
- Music setting that covers the real music and the recorded presentation( if needed).
- Announcement of how long the hold will
- Setting of caller’s category according to the
- Setting the keys to get the right path for each caller based on the
With all these, you are making sure that a call held in the system by any of your associate, will not impact negatively your business.
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