Hi Call Centre Staff! Do You Listen to What We're Saying When You Put Us on Hold?

blitz on 07/08/2019 - 10:39

So it's not uncommon to be put on hold while the customer service representative sorts something out. Usually while we're on hold, we hear music (often "Opus 1", written in 1989 by a 16 year old kid). And while we're on hold, we say all sorts of things about what's going on, usually under the expectation that nobody is listening, because all we can hear is the hold music. What I wanna know from any OzB customer service reps is, are you actually listening in on what we say while we're on hold?

Bonus points: and if so, do you edit the best bits together for the annual Christmas party?

Education & Work

Comments

  • garetz on 07/08/2019 - 10:43
    +8

    The call center tracks the call, so if they put you on hold, it links to another channel on the call centers end, and you both, the caller and the csr hear what the hold channel is playing, unless they just put you on mute instead of hold, then they can hear what you are saying.

    • activ8newbs on 07/08/2019 - 11:03

      I can second this.

      So in short, no. We can't hear you unless we just mute it

    • Settero on 07/08/2019 - 13:26
      +2

      i knew someone who did QA for a big bank , they rep on the original call can not hear whats said on hold , but the QA staff could.

      • weezlebub on 08/08/2019 - 14:41

        QA people hear what's said while on hold, at least they use to (many many years ago)

  • CyberMurning on 07/08/2019 - 10:46

    Even Siri Alexa and xiaomi xiaomi ai listen to you ….

  • Skramit on 07/08/2019 - 10:56
    +4

    ASIO is always listening.

    • Chris Topher on 07/08/2019 - 16:45

      No, I am not. Oh…. wait

  • [Deactivated] on 07/08/2019 - 10:57
    +46

    The bigger question is:

    Are call center staff listening when we're not on hold?

  • capslock janitor on 07/08/2019 - 11:01

    Does it count if you work in ESTA?

    Also now I can add Opus 1 to my party mix.. Now that I know what it's called

  • hmac on 07/08/2019 - 11:03

    We can't. All i know is that there is usually music playing. I can only hear them when i bring them back off hold

  • HighAndDry on 07/08/2019 - 11:18
    +1

    Huh, the responses are good to know. I've always had a habit of muting the phone whenever I'm on hold, because I don't like the fact that the other side can take you off hold at any moment without any warning.

    • Skramit on 07/08/2019 - 12:47
      +2

      Same…. but usually because I'm venting and swearing at the hold music out of pure frustration. (Usually when dealing with Foxtel or Telstra)

  • farkenell73 on 07/08/2019 - 11:32
    +2

    I disagree, there is times they can definitely hear you, depending on their set up. During training they may conference in their team leader who can hear everything you say even if there is hold music.

    Always mute when on hold, or use it as an opportunity to say nice things, in the hope for a better outcome.

  • Fysh on 07/08/2019 - 11:58
    +2

    I worked for a phone system company and well there are some systems where even when you were on hold they could hear you but it was very rare. Also there was some call quality software that would have this in the recording also rare. But mostly I do mute myself or dont say much when on hold due to this. 99% of the time you are right in thinking they cant hear you if you can hear hold music. If muted they are probably eating their lunch and coming back to you in a timeframe that makes them think they have done something.

  • fantombloo on 07/08/2019 - 12:15

    With some calls and the amount of time they put you on hold to get an answer for a most trivial thing, I am convinced they are actually just switch tasking with other callers.

    • John Kimble on 07/08/2019 - 14:53

      Bahahahahahaha

    • Cheaplikethebird on 07/08/2019 - 17:52
      +1

      Most likely you’re just getting newbie reps. Call centres have super high turnover.

  • Cuchavira on 07/08/2019 - 13:28

    I work at a call centre and i do listen to our customers while they're on hold. It can be hilarious at times and also sad at other times.

  • Bargain80 on 07/08/2019 - 14:15

    is your question inspired by the new season of Black Mirror?

    • blitz on 07/08/2019 - 23:32

      It's not. I've only seen a few episodes, and all of those from the first series.

  • Cave Fire on 07/08/2019 - 14:29

    So that's what that song was… used to record it on the phone. thanks for that OP.

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