Why listening to blues makes waiting on hold less exhausting and what science says about it

Who among us has not faced the agonizing wait on a support line, when time seems to stop and the background music only adds to the irritation? A study by the University of York revealed that the musical genre played while waiting can significantly affect a client’s perception of time and mood. Why does the choice of melody so critically impact comfort, and how can modern companies use this knowledge to improve their service? The answers to these questions are important for anyone who has ever listened to a “stuck” melody on the phone.

Waiting on hold as a psychological ordeal

Waiting on hold is a situation familiar to many, when a call is made to a call center and the client is forced to wait to be connected to an operator. In today’s world, where speed and convenience are especially valued, even a few extra minutes can trigger a wave of dissatisfaction. People often experience irritation, anxiety, and a loss of patience, especially if the audio background does not promote relaxation. In such cases, background melodies become not only part of the company’s brand, but also a tool for managing clients’ emotions. But does music always help to make waiting less unpleasant? This question was at the heart of a new experiment by British scientists.

Blues versus metal: what the data says

The results of the experiment turned out to be quite revealing. As the researchers note, it was blues that received the highest comfort scores from listeners, while genres such as metal sometimes caused increased anxiety and stress. Dr. Mimi O’Neil, a specialist in the psychology of music, explains: “Blues is associated with a soft, relaxing mood, it allows you to literally dissolve in a feeling of calm and pleasure.” In contrast, fast and tense genres can provoke opposite emotions and intensify the feeling of discomfort. Why do some melodies soothe while others fuel anxiety? First and foremost, it’s about the tempo, dynamics, and overall emotional background of the sound.

How different sounds affect the perception of time

Music is not just a background — it can distort the perception of time. Many noted that relaxing compositions, like blues, helped them get through the waiting period almost unnoticed. This effect is reminiscent of a situation in a cozy café where time flies faster thanks to pleasant musical accompaniment. In the study, the researchers observed: changes in heart rate and mood shifts are directly reflected in a person’s patience. The familiar, poorly recorded “broken” music on hold often only sharpens irritation. As Dr. O’Neil notes, if the sound quality is above average, the overall impression of waiting noticeably improves.

Alternatives to music: quizzes and their features

Some companies, in search of new solutions, offer not only musical backgrounds but also audio quizzes, mini-games, or interesting facts. Such formats make waiting a bit more interesting and sometimes even useful. Nevertheless, these alternatives have their pitfalls. If a client is forced to interrupt listening and never hears the end of the quiz, it can cause additional frustration. As Dr. O’Neil notes, for the majority of listeners, calm musical accompaniment is still preferable, despite the appeal of unusual formats.

Why companies should care about background music

The right choice of musical accompaniment is not just a detail, but an important part of any company’s image. Well-chosen and well-recorded audio content makes waiting less stressful and shapes a positive attitude toward the brand. Many call centers use standard solutions without considering their impact on customer loyalty. Meanwhile, as research shows, a pleasant background can be the reason a client remains more satisfied with the service and is more likely to contact the company again. It’s similar to the atmosphere in transport or a store: music can either smooth out or intensify the sensations of what’s happening around.

Game studios should also take advantage of the results of this study. For example, many companies involved in the development of gambling games often resort to the correct selection of background music – all in order to keep the user engaged for longer. Gambling sites themselves also often resort to similar techniques, but they have much more sophisticated marketing tools at their disposal. These include no deposit bonuses. You can click here for details. Here you will find a detailed description of such incentives, as well as an up-to-date selection of sites offering bonuses.

Practical conclusions and advice

Experts from the University of York recommend giving preference to relaxing genres — especially blues — and paying attention to the quality of audio recordings. Such approaches are especially effective where waiting on hold becomes part of the client experience. For businesses, implementing the study’s recommendations can increase satisfaction level and strengthen the company’s reputation. For ordinary people, it is useful to pay attention to your own emotions: how does your mood change when an unfamiliar or irritating track plays while you’re on hold?

The University of York study does not claim to be all-encompassing — musical preferences are individual, and companies’ communication styles differ. Nevertheless, the data obtained provides valuable food for thought. Next time you’re waiting for an operator’s response, it’s worth listening to the music: perhaps it is precisely what can soften unpleasant moments and make them almost unnoticeable.