Aibu to think Call Centre "music" should be optional?

[stringinalong]

I've been on hold to Appliances Direct's Extended Warranty call centre for 50 minutes. They're playing unpleasant high pitched music repeatedly. I've got my phone on speaker so I can be "hands free" and continue to work, but I can't focus because of the music, and can't reduce the volume in case I miss the pickup. What I really need is a "Press 1 to turn off the music" option!

Yes but your call is REALLY IMPORTANT to them, and they appreciate your patience, and they apologise for the delay as they are experiencing a higher than average call volume. But again, your call is REALLY IMPORTANT to them, and they apologise for the delay....

100% yes. Especially HMRC

To me I care more that they need to STOP with the 'your call is important to us' or 'You can find info on our website' or any of those ads/speaking intersections they do while you're on hold. Every single time I think it means my call is being answered - it is not. But it means I can't fully 'relax' while on hold because you're on edge every 1-2 minutes with thinking it's a person. And then when it finally is a person my brain is weird from the constant stop/start of the hold.

Yabu. They just need to answer the bloody phone. Then no need for the fucking music.

The jazzy hmrc music makes me want to cry, id rather wait in dead silence

I'm convinced most companies use shit music for the very reason you're going to get so annoyed you'll hang up and then they don't have to deal with you....

Yes I'm autistic and have to hang up pretty quick. I try my best to hold out but I can't stand it.

Best - the ones that tell you what number you are in the queue.
Worst - the company that had no music but repeated over and over their message about signing up for membership to get special offers. By the time someone answered the phone I’d listened to it over 20 times (and it wasn’t short).

There is an app called WeQ4U. You do have to predict the wait and use it to call, but it does work. Also can help ringing midweek at the time the call centre opens.
PIP helpline is normally minimum an hour wait. I rang yesterday at 9am and shockingly waited just 7 minutes! Almost fell off my chair!

You’ll appreciate this birthday card, then!

The probate office hold music is my favourite

I’m sure poor old Vivaldi would be turning in his grave if he knew how many people have come to loathe his Four Seasons, because of call centres. 🙁

Sky’s customer service gives you a list of options for the music - it’s pretty good! After you’ve gone through the normal menu, it then says ‘press 1 for pop music, press 2 for classical, press 3 for rock’ etc etc. Think it also has an option for no music. At least if you’re stuck waiting to get through you can listen to something you like!

Yes, OP - how can you not realise this?!

You know how often you get the message that they're 'currently receiving a higher than normal volume of calls'?

Has anybody ever actually managed to call during one of their 'normal' times?!

I can’t remember who does it but one company I ring offers silence with occasional beeps as an alternative. Everywhere needs to implement this!

That sounds encouraging - now all they need to do is crack the part where they resolve your issue!

If you're going to have a system where you ask people to say a few words to identify what the nature of their call is, you need to have intelligent software that can process this, instead of just having a wild 'any ole thing'll do' guess.

Also, don't ask people to say "Yes" or "No" to a simple question and then tell them off because they haven't said anything when they have; whatever accent you may have, it's not like the two words sound remotely similar.

Came here to say this. I have HMRC PTSD after the past year of bullshit with them.

Yes, you do need something now and again to subtly reassure you that they haven't hung up on you!

I hate the ones that are deliberately designed to sound like you're finally being put through to an actual person, when it's just a crackly pause for two seconds before you get the same old 'your call is important to us, please continue to hold' recorded message again.

It does make you wonder what they do whenever they receive calls that aren't important to them, doesn't it?!

Whilst it's nice music it's the one that's guaranteed to have reduced me to a gibbering wreck by the time I actually get to speak to someone. Fortunately, probate is now granted!

Definitely this!

No, Best are the ones that give you the option to press 1 for a call back - so long as they do actually call you back of course (and keep trying if you don't pick up first time)! 🙂

Ikea have ABBA as their hold music

I’m trying to think of a reason to ring IKEA now 🤣.

Better than Next who just played Watermelon Sugar continuously, I gave up and created a new email address and a new account in the end 🙄.

I hate Abba with a passion. Give me Watermelon Sugar any day

I prefer to have music even if it's annoying music, as when it goes silent I think I have been cut off.

Agree that the messages are annoying and give you false hope that you're about to speak to a human! The only good messages are the ones that tell you what number you are in the queue. I wish that was standard for all call centres. 'We are experiencing unusually high call volumes' Yeah right, except you ALWAYS are, apparently. Hire more staff, FGS.