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Old 10-18-2019, 07:38 AM
Bearsclaw 73 Bearsclaw 73 is offline
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Default Still on hold? ---Survey?



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When I called my cell phone provider they put me on hold for about ten minutes. After they answered my questions about my service they asked me if there was anything else that concerned me.
I said "Yes! I am surprised that a big phone company still makes people listen to aggravating elevator music while on hold."
She said they tried without the music for a while and that people didn't know if the call had ended without the music being there. I thanked her for all of the information she had provided about my service.
It didn't take me long to realize that they could do better than the crappy music if they would just have a pleasant tone every so often to show that the call is still live.
So I wondered if a lot of people feel like I do or if I am being over sensitive about it. Should they give us a choice of what we have to listen to when on hold or not?
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Old 10-18-2019, 07:42 AM
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I hate being on hold. I equate it to having a 2PM appointment with the doctor, and you look at your watch and it's 3:09PM and you're "waiting".

Same with phone on hold music, especially when it's loud, distorted, repetitive, or they say "your call is important to them". If it was THAT important, you would have a human on the phone with me.

My pet peeve is offshore help centers, (which rarely do).
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Old 10-18-2019, 07:45 AM
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I'd rather hear the music than hear that recurring message which says "for faster service please go to our web site at..."

Sent from my XT1650 using Tapatalk
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Old 10-18-2019, 07:48 AM
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Some have a call back service that rings you when (generally right before) it's your turn. Nice.
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Old 10-18-2019, 10:19 AM
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Good Gosh, I work as an RST (remote service technician) for the largest ISP in the US and troubleshoot problems with the caller's internet. I'm in a division that handles the entire SE US and the central plain states. I get to hear all kind of complaints that are NOT relevant to reason why they called.

Some complaints I hear:

1) I can't stand the music

2) Your phone system runs people around in circles

3) I've been on hold for x amount of minutes

4) Why can't a technician get here today (if I cannot fix their problem remotely)?

So here is the thing some my not realize. When someone calls the automated system it will try to fix the problem they're having, if its not able to do so and there is a cue it will give the caller two options, wait or opt for a callback. Those that choose to wait should expect to hear music until an agent is available.

Those that want a human to answer the phone when they call are the same people that complain they are paying to much or they expect to pay little and have a human answer the phone when they call.

So my question is this, if you want someone to answer the phone every time you call how much do you think it would raise the cost of your service package? More than most would be willing to pay to have someone answer their call every time they called.

The person you are speaking to CANNOT do anything about the hold music, that is decided by people at the corporate office. If you want that to change then opt to take a survey about things you'd like to see changed, that is the ONLY way to effect change.

There is literally nothing the person you're speaking to can do about the music, hold time, the phone system etc. Don't be nasty to the person that answers your call, they will try to fix the problem you're calling about
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Old 10-18-2019, 10:38 AM
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Quote:
Originally Posted by Kalashnikov47 View Post
Good Gosh, I work as an RST (remote service technician) for the largest ISP in the US and troubleshoot problems with the caller's internet. I'm in a division that handles the entire SE US and the central plain states. I get to hear all kind of complaints that are NOT relevant to reason why they called.

Some complaints I hear:

1) I can't stand the music

2) Your phone system runs people around in circles

3) I've been on hold for x amount of minutes

4) Why can't a technician get here today (if I cannot fix their problem remotely)?

So here is the thing some my not realize. When someone calls the automated system it will try to fix the problem they're having, if its not able to do so and there is a cue it will give the caller two options, wait or opt for a callback. Those that choose to wait should expect to hear music until an agent is available.

Those that want a human to answer the phone when they call are the same people that complain they are paying to much or they expect to pay little and have a human answer the phone when they call.

So my question is this, if you want someone to answer the phone every time you call how much do you think it would raise the cost of your service package? More than most would be willing to pay to have someone answer their call every time they called.

The person you are speaking to CANNOT do anything about the hold music, that is decided by people at the corporate office. If you want that to change then opt to take a survey about things you'd like to see changed, that is the ONLY way to effect change.

There is literally nothing the person you're speaking to can do about the music, hold time, the phone system etc. Don't be nasty to the person that answers your call, they will try to fix the problem you're calling about
Hit a little too close to home? Panties in a wad ?
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Old 10-18-2019, 10:48 AM
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Quote:
Originally Posted by Bearsclaw 73 View Post
When I called my cell phone provider they put me on hold for about ten minutes. After they answered my questions about my service they asked me if there was anything else that concerned me.
I said "Yes! I am surprised that a big phone company still makes people listen to aggravating elevator music while on hold."
She said they tried without the music for a while and that people didn't know if the call had ended without the music being there. I thanked her for all of the information she had provided about my service.
It didn't take me long to realize that they could do better than the crappy music if they would just have a pleasant tone every so often to show that the call is still live.
So I wondered if a lot of people feel like I do or if I am being over sensitive about it. Should they give us a choice of what we have to listen to when on hold or not?

They should give people options:


Press 1 if you would like to listen to Van Halen
Press 2 if you would like to listen to Mozart
Press 3 if you would like to listen to Merle Haggard


Etc.
__________________
Thanks to Covid ... deaths caused by the flu, diabetes, cancer, heart disease, and car crashes have declined DRAMATICALLY!
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Old 10-18-2019, 10:54 AM
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Quote:
Originally Posted by cavsgt View Post
Hit a little too close to home? Panties in a wad ?
Not at all, I was trying to shed some light for those that may not understand that the person they are speaking to cannot do anything about their hold time, hold music, phone system or even problems with stores, employees etc in their local area.

I work from home taking calls which is something else people may not realize is that the person they are speaking to are also likely working from home and they are not actually speaking with someone at a call center. I semi-retired in 2012 and decided to do this job for the health insurance and extra money.

I've been doing this particular job for almost 3 years now and it has helped me grow as a person. Before doing this job I may have been flown off the handle at the person who answered my call or complained about the same things in the OP, now, after being in the person's seat that answers the call, it has made me a more patient and understanding person not only when conversing with people that answers calls for companies but also when talking with people face to face in general. I also understand that the person I'm speaking with cannot do anything about the hold music, hold time or phone system etc.
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Old 10-19-2019, 05:29 AM
PurpleKitty PurpleKitty is offline
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I am in customer service but mine is direct. They make up lies about why they deserve free food and I give them their "refund". Grrr.

You put the money in the machine, and it just "went away". RIIIGHT. And you did it yesterday when the vending machine was empty. Sure, here's your sandwich.

I don't think anything will beat Yellow Cab hold music, it sounds like something out of a porn movie. Not that I would know. They changed that for an automated system that works surprisingly well.

Although I tend to harvest cab cell phone numbers and go from there.
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Old 10-19-2019, 08:09 AM
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So I belong to a Medicare Advantage plan with a primary care physician.

Just TRY and get a hold of them by phone. EVERY. SINGLE. TIME. I've called them I get the answering machine that tells me they are in the office but helping somebody else.

Full on, bold faced lies. I've been in their office and there are three women sitting on their asses doing their nails and ignoring the phone.

You leave a message and they MIGHT get back to you .... a week later.



The phone company may be bad but nothing compares to this.


All I wanted was a referral to my eye doctor.
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Old 10-19-2019, 09:06 AM
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I like the ones that have the balls to text you a link to a survey after you finally do talk to a person.

Has anyone tried saying "talk to a person" while you are on hold? Sometimes it works.
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Old 10-19-2019, 04:38 PM
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There is a particular bit of music that I hear while on hold for various companies. It is the same bit and always it will be a long hold time. I usually say yes for the survey, hoping it will elicit a faster and better response. It does not.

I spent three months last year sorting out ridiculous credit card problems for my 95yo mother. I have a POA and live 5 hours from her and she is hard of hearing so it is tough. I had to call Equifax and Capital One. Both very incompetent organizations. I was on hold and transferred numerous time to folks who were ignorant, had no authority, claimed there was no legal department (Capital One).

I will say this, a 15 minute phone call to the Consumer Financial Protection Bureau fixed all the problems with Capital One within two weeks.
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Old 10-19-2019, 05:17 PM
PurpleKitty PurpleKitty is offline
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Lag, that's why I won't sign him up for an Advantage plan. He may need some new ocular prosthesis and I am sure we can go straight to the eye doc for that.
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Old 10-20-2019, 04:25 PM
bugbor bugbor is offline
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Quote:
Originally Posted by TimBob View Post
I'd rather hear the music than hear that recurring message which says "for faster service please go to our web site at..."

Sent from my XT1650 using Tapatalk
I especially love this one. Like the other day when I called on my cell phone to report my landline was out and dialup is my only internet.
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Old 10-20-2019, 05:48 PM
Freja Freja is offline
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My pet peeve with hold music is when it's not quite on the station and it's crackling and horribly loud... Migrain music
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Old 10-21-2019, 02:01 AM
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I called caremark yesterday to check on why a prescription has been filled, and had to talk to a robot woman. After 15 minutes she asked for info I didnt have in front of me, so I could say "Give me a minute". The music started and it would periodically say when you are ready, say "Im ready, or press **". Neither one would wake her up. Then, I go disconnected. Called back, and after getting mad, I pressed 0, which that will usually get to a person. The robot lady said, "I understand you want to speak with live person, but we need more info first." Then we started with "What is your member ID, phone number, ..." I gave up.
But, one positive about it, the robots do a much better job of voice recognition. She asked me to name medication, and I thought "Naw, she wont get this, but by golly she did".
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Old 10-25-2019, 12:48 AM
Bearsclaw 73 Bearsclaw 73 is offline
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Quote:
Originally Posted by Kalashnikov47 View Post
Good Gosh, I work as an RST (remote service technician) for the largest ISP in the US and troubleshoot problems with the caller's internet. I'm in a division that handles the entire SE US and the central plain states. I get to hear all kind of complaints that are NOT relevant to reason why they called.

Some complaints I hear:

1) I can't stand the music

2) Your phone system runs people around in circles

3) I've been on hold for x amount of minutes

4) Why can't a technician get here today (if I cannot fix their problem remotely)?

So here is the thing some my not realize. When someone calls the automated system it will try to fix the problem they're having, if its not able to do so and there is a cue it will give the caller two options, wait or opt for a callback. Those that choose to wait should expect to hear music until an agent is available.

Those that want a human to answer the phone when they call are the same people that complain they are paying to much or they expect to pay little and have a human answer the phone when they call.

So my question is this, if you want someone to answer the phone every time you call how much do you think it would raise the cost of your service package? More than most would be willing to pay to have someone answer their call every time they called.

The person you are speaking to CANNOT do anything about the hold music, that is decided by people at the corporate office. If you want that to change then opt to take a survey about things you'd like to see changed, that is the ONLY way to effect change.

There is literally nothing the person you're speaking to can do about the music, hold time, the phone system etc. Don't be nasty to the person that answers your call, they will try to fix the problem you're calling about
You don't seem to be able to grasp the problem that I I'm trying to address. I don't expect a person to answer any faster but I don't think I should be subjected to the torture of having to listen to music that would make hardened criminals confess if threatened with it during an interview. If you don't understand that there should be a better more pleasant way for consumers to be put on hold then you are a part of the problem. I feel like whoever decided that we should be subjected to the torture of the crappy music had to be some kind of saddest or one of the most ignorant people in the world. If you don't agree then you should be made to have to listen to some of the "hold music" that I have listed to for 15 minutes. I will bet you would change your attitude about it then. Please answer any surveys by saying that a mild tone every ten seconds or so would be much more pleasant to most listeners. Tell your bosses that people are fed up with having to listen to crappy- loud music when the person finally answers they speak ten times softer than the music I just listened to for ten minutes.
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Old 10-25-2019, 12:59 AM
Bearsclaw 73 Bearsclaw 73 is offline
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Quote:
Originally Posted by ActionJackson View Post
They should give people options:


Press 1 if you would like to listen to Van Halen
Press 2 if you would like to listen to Mozart
Press 3 if you would like to listen to Merle Haggard


Etc.
Give me option No. 4 A pleasant, soft tone, every 10 seconds would be so much simpler and nicer to listen to.
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Old 10-25-2019, 11:28 AM
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Quote:
Originally Posted by TimBob View Post
I'd rather hear the music than hear that recurring message which says "for faster service please go to our web site at..."

Sent from my XT1650 using Tapatalk
Especially when your call is to get your internet fixed!!!!!!
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Old 10-25-2019, 01:26 PM
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Quote:
Originally Posted by Bearsclaw 73 View Post
You don't seem to be able to grasp the problem that I I'm trying to address. I don't expect a person to answer any faster but I don't think I should be subjected to the torture of having to listen to music that would make hardened criminals confess if threatened with it during an interview. If you don't understand that there should be a better more pleasant way for consumers to be put on hold then you are a part of the problem. I feel like whoever decided that we should be subjected to the torture of the crappy music had to be some kind of saddest or one of the most ignorant people in the world. If you don't agree then you should be made to have to listen to some of the "hold music" that I have listed to for 15 minutes. I will bet you would change your attitude about it then. Please answer any surveys by saying that a mild tone every ten seconds or so would be much more pleasant to most listeners. Tell your bosses that people are fed up with having to listen to crappy- loud music when the person finally answers they speak ten times softer than the music I just listened to for ten minutes.
You seem pretty upset about the music.

I'm guess they must've been playing rap music in general OR played an endless loop of Nickelback.

If either is the case then I completely understand.
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