To hold or not to hold on?

March 4, 2021 § Leave a comment

We live in times when it’s rare to phone a company and speak to a person – and if you finally get through to someone it’s because you’ve been prepared to hold for ages and ages.

So when we make a call and it seems hopeful that if we hold on we might, eventually, speak to a human we’re then faced with the dilemma: are there enough hours in our life to do that?

I called my bank yesterday about a new debit card they’d sent out. Got through straight away – to a message which told me that their teams were very busy helping customers with the most urgent queries or in ‘vulnerable situations’ and telling me I should only continue to hold if my query was urgent. I thought it was urgent but I wasn’t in a vulnerable situation so went for the option of leaving my number so they could call me back. To be fair, they did and within an hour at that so, all in all, not a bad experience.

A bit later I had to call my doctor’s surgery whose operators were also very busy. The answer message told me, over and over (in the most boring of voices), that the surgery was operating a full triage service and it might be quicker for me if I completed an online form. I didn’t want to see a doctor, didn’t need their triage service, so had to hang on until a ratty receptionist answered and gave me a minute of her precious time. Ok, they may have to put up with timewasters but I don’t think I was one of them.

Thames Water was also busy this morning (busier than normal, according to the message) and I had to press button one, then button two, then button one again, with a message all the while telling me that I would probably find the answer to my query on their website (which I had visited before having to call because I couldn’t find the answer.) Finally I was put on hold to actually speak to someone but soon hung up because the wait was being made worse by devil hold music!

In the past when people have moaned to me about their telephone experiences, one of the top criticisms has been the message which tells you where you are in the queue. I don’t mind that because I enjoy the progress of moving from number 10 to number eight and so on. (Agreed, getting from number two to number one always seems to be the longest wait.)

I’m very definite on where I am in the hold music debate: I can’t stand it and appreciate the holding systems which allow you to choose whether you want the music or not: silence for me every time.

Then, of course, there are companies which outsource their call centres to other countries. I don’t like this calling experience even though it means I’m speaking to a real person. I know this is a huge generalisation but often either I don’t understand all that they’re saying or they don’t understand exactly what I’m saying. It takes the shine off the ‘personal touch’ experience.

Is it that companies don’t value the telephone call anymore so they feel they can cut costs, slash their call handling team and continually direct customers and potential customers to their website.

It’s come to something when even cold calls take the form of automated messages – I get quite a few of those.

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