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Hold Music Improves, But Slowly

By Harry Kimball,  Newser Staff

Posted Aug 15, 2009 6:40 PM CDT

(Newser) – We may have Erik Satie to blame for hold music—the composer “developed a very cynical attitude” toward a distracted listening public and decided modern music would be more like a chair than an intellectual pursuit—but the science behind it is state-of-the-art, Newsweek reports. Studies on the intrusion of recorded voices have found they're not so effective. But the determining factor appears to be expectation.

Sure, scientists have figured out how to tailor hold music to the customer—“time on hold seemed shortest for women exposed to alternative rock and for men exposed to classical music,” one says. But the real difference comes when those on hold are reminded that they are getting closer and closer to the front of the line, whether or not that’s true. Complaints arise, one researcher says, “because the systems are too long and too complicated.”

A man on hold.
A man on hold.   (Shutterstock)
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You sort of drift into the music, and go with the flow, and forget that you're really waiting, or wasting your time. But then this apology awakens you to this unpleasant effect that, hey, I'm waiting! - Anat Rafaeli, Israel Institute of Technology

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COMMENTS
Showing 3 of 3 comments
cochiserocks
Aug 17, 2009 9:54 AM CDT
Just let me speak to a REAL PERSON!!! And if I have to wait - how about putting the news on!
Ucantusethatname
Aug 16, 2009 12:23 PM CDT
There is science behind hold music? Must be junk science.
Mad
Aug 16, 2009 2:43 AM CDT
"Junk science", the rally cry for any science that proves republicans are fools. Why not stamp your feet and say "Math is hard". Idiot

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