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!

It’s been years since I’ve phoned a company and have been stuck on hold for significant periods of time. I think for me, it was better to wait on hold for however long it would take in silence vs hearing random music or messages as it impacts my concentration. All the automated messages do is make you think your call is about to be answered, but no it’s just the nth repetition raising your hopes…

However with the music, there’s research that indicates having certain music play during these periods makes the caller less aggressive or more inclined to be calm when they finally get through to someone, makes the call wait length seems shorter, makes them more receptive etc. So I see why companies might not be inclined to give the option to turn it off

For fuck sake 😂😂😂

The music on my call must have been designed to wind people up, not calm them down. I gave up after 90 minutes. But at least they redeemed themselves slightly by answering my email (unusual for that to be quicker than answering the phone).

😂😂😂

Totally! Thankfully Sky did sort out my issue fairly quickly so pretty impressed overall. On the flip side of this, had horrendous problems with Vodafone a couple of years ago that require many many calls to them over a 6 month period. I listened to the damn Coldplay song they had on their hold music so many times, I swear if I’d bumped in to Chris Martin in the street I would have throttled him!

Oh God voice recognition ... doesn't work if you're Scottish. I doubt it works for anyone really but it definitely definitely doesn't work for Scottish. Hence conversations like, after 45 minutes on hold to LNER, "sooo ... I can see you want to go from ... Manchester to, urm ..... Manchester?! ... on the, urm, 57th of February 1909 ...? .. Urm, I'm guessing that's not quite right "

I've never found any music as annoying as the message that breaks into the music about every 15 seconds to suggest you try their website. As if I wouldn't have chosen to try that if I could, and if I hadn't thought of it the first time they suggested it, it's unlikely I will think after 30 minutes (and hearing the message over 100 times) I will suddenly think "oh wow! What a good idea".

And about half those times the music goes off and I grab the phone to say "hello" only to find it's the pre-recorded message again.

I'm sure no company would ever aim to answer the phone quickly and not put you on hold. I assume it is to hope you go online to find out the information.

@IvanaTinkles if you had stopped Chris Martin singing again, the world would be a better place, though I would not want it to be from violence.

"please hold, your call is really important to us and we'll answer your call as soon as a customer services representative becomes available"

Oh @YeahIsaidit this is what we get when ringing our GP's surgery.It drives me insane😫

'We are experiencing unusually high call volumes' Yeah right, except you ALWAYS are, apparently. Hire more staff, FGS.

Isn't it odd how they quite cheerfully tell you this, as if it somehow fully justifies and excuses their basic inability to answer their phones? They're not embarrassed or ashamed in the least that they can't do their job efficiently.

As you say, it's every single time, so it can hardly come as a surprise. 'Unusually high call volumes' compared to what, anyway - the amount of calls their nan gets each day at home?!

I'm sure no company would ever aim to answer the phone quickly and not put you on hold. I assume it is to hope you go online to find out the information.

I agree with you - I think they plan it deliberately. The thing is, though, that if I'm calling them, it's because I can't find an answer on their website or it's a load of rubbish. Believe me: I'd much rather have a few clicks online, rather than wait for half an hour to speak to somebody who sounds like a robot and tries to make out that their problems are being caused by me.

Conversely, they will also have a lot of elderly, disabled and vulnerable customers who are either not online at all or otherwise struggle to access information that way. If they like receiving these customers' money, they should also value them and provide the service that they need and pay for.

Sorry, but that made me 😂

I was wondering: Has anyone called any commercial phone line in the last three years and not been told they're experiencing unusually high demands? I don't think I have.
I've even had it on 999.

Fuck, yeah. Hate musak. Especially repeated.

I called Santander today and their message offered this. First time I've experienced for offer of no musak!

I raised a complaint with British Gas and one of the things they have had to agree to is never to play music if I am put on hold.

Also, chatbots, option to speak to a human every time please. If I could work the answer out through your YouTube video section? I would y be trying to contact you. L

Yep, the company I work for! It doesn't tell you at all that there is high demand
No music. Just will keep telling you the queue position

Staff hate it too - it's stressful when you can see how many calls are waiting and for how long and everything is flashing red
I get through them as quick as I can but physically.. my max is usually 180 calls in 8hrs

My only tip is to ring very early, very late, when something important/corrie/football is on TV is also a good option. Weekends usually quieter too. Lunch time is often manic and so are Mondays and Friday afternoons. Don't ring at 9am on a Monday morning for anything if you can avoid it!

Yep, the company I work for! It doesn't tell you at all that there is high demand
No music. Just will keep telling you the queue position

But is your queue position normally in the top 3, or is it more like 29?!

I forget which company it was, but I distinctly recall once having to wait for some time, actually listening to Blondie's 'Hanging On The Telephone'! As a certain Mr Partridge would say, "They do it on purpose, Lynn!"

I also remember, back in the days of Telewest cable TV (long before they became/merged with Virgin), they always used the same hold music every time you called them: Movin' On Up by Primal Scream; except they only used about 8 bars of the instrumental interlude on a loop and never any of the sung parts. Maybe because you weren't movin' on up their queue very quickly?! I used to love that song beforehand, but my many necessary calls to them spoiled it forever for me.

I can hand on heart say there is one company I always looked forward to calling. Sandals! Ok yes it was about my trip… but beyond that they play Bob Marley for their hold music and their customer service is fantastic.

Honestly, calling them every year (to arrange a my discount) was one of the highlights of my trip! I’m kind of sad I can arrange the discount via chat and email now 🥺

I knew somebody would have posted this “ditty!” 😂😂
When I worked for the council this was the holding music. I’d hear it most days waiting to get through to the IT helpdesk.

@FatherJackHackettsUnderpantsHamper average day it's maybe 5 queuing
Bad day.. 20 is the worst I've seen
Each call takes between 1-10 mins to deal with depending on the person handling it

YANBU! A few years ago I was spending most of my lunch breaks and 40 minutes after work minimum trying to get through to my insurance company.
They’d ring while I was busy at work, I’d miss the call, try to return it and then be on hold for an eternity, Their holding music wasn’t as irritating as most the first few times but I was hearing it in my sleep!

There’s a mostly instrumental 80s song I’ve often thought could pass as “hold music” - Twilight by Maze:
I wouldn’t mind being on hold listening to that.

YANBU!