8 ms·

With hands-free phones I never felt like I was wasting my time on hold. However, this might save my sanity by not making me listen to the awful music over and

by deeg 6y ago

With hands-free phones I never felt like I was wasting my time on hold. However, this might save my sanity by not making me listen to the awful music over and over.

xnx 6y ago
Probably more than half the companies I've been on hold with interrupt their hold music with periodic recorded voice announcements (e.g. music music "Try our new flavor of Ovaltine!" music music). Event with a hands-free phone, this is probably the worst possible hold experience.
- Spooky23 6y ago
  I haven’t seen this in ages, but I remember Microsoft had a radio like DJ on their on hold queue.
- ryandrake 6y ago
  I recall an even more evil example (I forget the company) where they'd interrupt the music, have this sound effect that sounded like someone was picking up a phone or breathing into it, and then instead of a human it was one of those "Did you know, you can upgrade your service to the MoarPlan today!" irritants. The effect gave your brain just enough hope to yank your attention from whatever useful thing you were trying to do while on hold.
  - Shebanator 6y ago
    that is evil. geez. LMK if you remember the company, I'll get them tested. (I work on Hold For Me)
    - ryandrake 6y ago
      Have no idea as it was years ago. Probably one of the usual suspects: a cable or phone monopoly.
- JohnTHaller 6y ago
  hold music at 14.5kbps quality "we're experiencing higher than normal call volumes, please stay on the line" hold music at 14.5kbps quality (repeat)
  - mikestew 6y ago
    You forgot to preface with the new excuse: “Due to COVID-19...”
    - Nextgrid 6y ago
      Also the permanent IVR message "please listen carefully as our options have recently changed".
      - deleted 6y ago
        [deleted]
      - GekkePrutser 6y ago
        And "your call may be recorded for training and quality purposes" and "your call is important to us". The former is s legal requirement but I really wonder why they often include the latter. I'd my call is that important, just answer me instead of telling me so!!!
        tialaramex 6y ago
        > "your call may be recorded for training and quality purposes" I reply "Thank you" when it says this. I mean, it's permission right? Saves me remembering to ask the person who picks up if it's OK for me to record our conversation.
        GekkePrutser 6y ago
        It depends on the country... Legally this is a quagmire here in Europe. Every country has its own rules. Generally most companies I know have an opt-out option in the IVR now (IVR = voice menu). Or opt-in in the countries where that is required.
- ortusdux 6y ago
  I wonder if this service can handle these messages. I have had holds where an automated voice would tell me the estimated wait time every few minutes. Can google's system differentiate between a customer service rep and a series of unique procedurally generated messages?
  - geofft 6y ago
    Yes, from the article: > * Every business’s hold loop is different and simple algorithms can't accurately detect when a customer support representative comes onto the call. Hold for Me is powered by Google’s Duplex technology, which not only recognizes hold music but also understands the difference between a recorded message (like “Hello, thank you for waiting”) and a representative on the line.
- bitwize 6y ago
  >Event with a hands-free phone, this is probably the worst possible hold experience. And yet they also want you to believe "Your call is very important to us!"
- jon-wood 6y ago
  There’s always an irritating pause which sounds like someone has picked up as well, so every 90 seconds your hopes are dashed.
- EamonnMR 6y ago
  Almost always the message was 'maybe you should try something besides calling us.'
- LexGray 6y ago
  My favorite was the DMV every 2-3 minutes making a call transfer sound with some ringing to get your hopes way up. Then after 5-6 loops of this hanging up on you with “we do not have any agents available.”
joegibbs 6y ago
My hypothesis is that the horrendous music is on purpose, as a way to get you to hang up and stop bothering them. Sure, the 2-hour wait times could just be because they're too cheap to hire enough staff but what reason could there be to make the music so bad?

by deeg 6y ago

With hands-free phones I never felt like I was wasting my time on hold. However, this might save my sanity by not making me listen to the awful music over and over.

xnx 6y ago

Probably more than half the companies I've been on hold with interrupt their hold music with periodic recorded voice announcements (e.g. music music "Try our new flavor of Ovaltine!" music music). Event with a hands-free phone, this is probably the worst possible hold experience.

Spooky23 6y ago
I haven’t seen this in ages, but I remember Microsoft had a radio like DJ on their on hold queue.
ryandrake 6y ago
I recall an even more evil example (I forget the company) where they'd interrupt the music, have this sound effect that sounded like someone was picking up a phone or breathing into it, and then instead of a human it was one of those "Did you know, you can upgrade your service to the MoarPlan today!" irritants. The effect gave your brain just enough hope to yank your attention from whatever useful thing you were trying to do while on hold.
- Shebanator 6y ago
  that is evil. geez. LMK if you remember the company, I'll get them tested. (I work on Hold For Me)
  - ryandrake 6y ago
    Have no idea as it was years ago. Probably one of the usual suspects: a cable or phone monopoly.
JohnTHaller 6y ago
hold music at 14.5kbps quality "we're experiencing higher than normal call volumes, please stay on the line" hold music at 14.5kbps quality (repeat)
- mikestew 6y ago
  You forgot to preface with the new excuse: “Due to COVID-19...”
  - Nextgrid 6y ago
    Also the permanent IVR message "please listen carefully as our options have recently changed".
    - deleted 6y ago
      [deleted]
    - GekkePrutser 6y ago
      And "your call may be recorded for training and quality purposes" and "your call is important to us". The former is s legal requirement but I really wonder why they often include the latter. I'd my call is that important, just answer me instead of telling me so!!!
      - tialaramex 6y ago
        > "your call may be recorded for training and quality purposes" I reply "Thank you" when it says this. I mean, it's permission right? Saves me remembering to ask the person who picks up if it's OK for me to record our conversation.
        GekkePrutser 6y ago
        It depends on the country... Legally this is a quagmire here in Europe. Every country has its own rules. Generally most companies I know have an opt-out option in the IVR now (IVR = voice menu). Or opt-in in the countries where that is required.
ortusdux 6y ago
I wonder if this service can handle these messages. I have had holds where an automated voice would tell me the estimated wait time every few minutes. Can google's system differentiate between a customer service rep and a series of unique procedurally generated messages?
- geofft 6y ago
  Yes, from the article: > * Every business’s hold loop is different and simple algorithms can't accurately detect when a customer support representative comes onto the call. Hold for Me is powered by Google’s Duplex technology, which not only recognizes hold music but also understands the difference between a recorded message (like “Hello, thank you for waiting”) and a representative on the line.
bitwize 6y ago
>Event with a hands-free phone, this is probably the worst possible hold experience. And yet they also want you to believe "Your call is very important to us!"
jon-wood 6y ago
There’s always an irritating pause which sounds like someone has picked up as well, so every 90 seconds your hopes are dashed.
EamonnMR 6y ago
Almost always the message was 'maybe you should try something besides calling us.'
LexGray 6y ago
My favorite was the DMV every 2-3 minutes making a call transfer sound with some ringing to get your hopes way up. Then after 5-6 loops of this hanging up on you with “we do not have any agents available.”

joegibbs 6y ago

My hypothesis is that the horrendous music is on purpose, as a way to get you to hang up and stop bothering them. Sure, the 2-hour wait times could just be because they're too cheap to hire enough staff but what reason could there be to make the music so bad?