If hold music is playing, it’s almost certain no one is listening. But if there’s silence on the line, watch what you say
If hold music is playing, it’s almost certain no one is tuning in. But if there’s silence on the line, watch what you sayPhotograph: Colin McPherson/AlamyPhotograph: Colin McPherson/AlamyCustomers going to the toilet, eating, smoking a bong and, of course, cursing the company – these are among the notable sounds call centre workers say they’ve heard when callers thought no one could hear.
Tippett put out a call on a Facebook group for call centre workers for stories about things they’d heard while customers were on mute.“I found the 6pm [shift] hard, feeling really hungry and listening to the client cooking and eating,” another said. “The wife had passed me to her husband as she looked for some more information and was relaying what I had told her, cue the husband complaining to his wife that I had no idea what I was on about,” another added.
Tippett said typically the rule of thumb was that if hold music was playing then no one could hear you, “but if you’re not hearing hold music then don’t say anything negative because they might hear you”.. We ask for your permission before anything is loaded, as they may be using cookies and other technologies. To view this content,
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