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On Hold Music Festival

Industry: Professional & Public services
Style: Minimalism

The action began with an online teaser inviting people to a party, which would be broadcast live in celebration of Consumer Rights Day. On the set date we used a truck as mobile stage, and in one day we visited the three companies that were targeted by the initiative. The stage was put together very quickly, catching everyone by surprise; the bands played for the amount of time the companies leave their customers waiting, on average. After that, everything was disassembled and we moved on to the next company. The whole initiative was broadcast live on social media, and in the end a video was released that summed up the strategy and everything that took place on that day.

Reclame Aqui conceived the first Music on hold festival, setting up stages in front of the companies that leave their customers waiting on the phone the longest. 500 watts of sonic power were directed back at those responsible for the daily torture of their clients.

Reclame Aqui has one of the largest databases of dissatisfied customers. Based on that, we calculated the average time customers spend waiting, and selected the companies that served as stages for the festival. We invited three famous Brazilian bands and commissioned versions of three well-known hold tunes. The bands played for the amount of time the companies leave their customers waiting, on average: 35 minutes for the first band, 28 for the second and 45 for the third. On top of that, we invited a host to introduce the event live on social media, provide information and interact with people on the street.

Because we put together the first Music on hold Festival ever. Each performance took place on a different stage and was broadcast live, and the audience really engaged with it, enjoying every minute of the songs played by famous Brazilian acts. In addition to that, a host introduced the initiative, interacting with people on the street and at home.

The live broadcast was seen by 750,000 people, which together with the wrap-up video amounted to 3 million views and 8 million people reached. In addition to that, the initiative received massive media coverage, including the most important news companies in Brazil. The target companies weren’t very happy though, and used their private security, as well as the police, to try and break off the initiative, but at least the message reached their ears: the average waiting time dropped 43% after the festival.

Brazilians lose an average 29 minutes waiting at Call Centers, and to make matters worse they’re subjected to a genuine “torture”: listening to the same hold music on repeat. Reclame Aqui, the largest consumer protection service in Brazil, decided to hit back and show that no one should endure such agony.
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Other credit:Entrant Company: GREY BRAZIL, São Paulo, Brazil
Media Agency: GREY BRAZIL, São Paulo, BRAZIL
Media Agency: CATRACA LIVRE, São Paulo, BRAZIL
Media Agency: ÉPOCA, São Paulo, BRAZIL
Chief Operating Officer, Marcia Esteves, Grey Brasil
Planning Director, Raquel Messias, Grey Brasil
Media Director, Thiago Franzão, Grey Brasil
Integrated Production, Nathalia Beividas, Grey Brasil
Broadcast Production, Mariana Mendes, Grey Brasil
Executive Producer, Marcela Sutter, Bando Studio
Executive Production, Marcos Passarini, Lua/Elemess
Band, Far From Alaska, Lua/Elemess
Band, Supercombo, Lua/Elemess
Band, Medulla, Lua/Elemess
Account, Larissa Storch, Lua/Elemess
Digital Production, Clap Me, Clap Me
Event Production, Side Eventos e Projetos, Side Eventos e Projetos
Global Creative Chairman, Per Pedersen, Grey
CCO Latam, Diego Medvedocky, Grey Latam
President & CEO Latam, Eduardo Maruri, Grey Latam
Cannes Lions International Festival of Creativity 2017
Shortlist Entertainment
Audio Content
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