1960s–1970s: The Birth of On-Hold Audio
- The concept of on-hold music originated in the 1960s when a US inventor, Alfred Levy, accidentally discovered that telephone systems could play background music while customers were waiting.
- Early UK businesses adopted basic on-hold music using tape-based systems.
- Most early on-hold audio consisted of instrumental music loops with no voice messaging.
1980s: The Rise of On-Hold Marketing
- UK businesses started realizing the potential of on-hold audio as a marketing tool rather than just background music.
- Cassette-based systems became common, allowing companies to insert custom audio messages.
- Large companies and call centers used on-hold audio for branding, promotions, and service updates.
- British Telecom (BT) played a role in advancing on-hold audio technology for businesses.
1990s: The Digital Revolution
- The transition from cassettes to CD-based and digital playback systems improved audio quality and reliability.
- Businesses started using professionally recorded voiceovers mixed with background music.
- Custom on-hold messaging became popular, including appointment reminders, company news, and FAQs.
- Voiceover artists began specializing in on-hold recordings, offering businesses a professional, polished sound.
2000s: The Internet & VoIP Integration
- The shift to VoIP (Voice over Internet Protocol) systems allowed companies to manage on-hold messages digitally.
- Businesses could update messages remotely without needing physical tapes or CDs.
- Licensing laws became stricter, leading to an increase in royalty-free music for on-hold use.
- Interactive Voice Response (IVR) systems integrated on-hold messaging with automated customer service.
2010s–Present: AI, Personalization & Streaming
- AI-driven dynamic on-hold messaging enables businesses to change messages in real-time based on customer needs.
- Some companies use branded on-hold playlists or personalized messages based on call data.
- Streaming technology allows businesses to update their on-hold audio instantly.
- On-hold frustration remains a challenge, leading some companies to implement call-back options instead of making customers wait.
The Future of On-Hold Audio in the UK
On-hold audio continues to evolve with advancements in AI, interactive voice assistants, and real-time customization. However, its fundamental purpose remains unchanged: to keep customers engaged and informed while they wait.
Jono Slatter has voiced thousand of on-hold messages for businesses ascross the UK and beyond. To get a quote, free sample or find out more please email jono@jonoslatter.co.uk or use the form below. Thanks