Does your call center need to change its tune?

Posted by Jodie Monger on July 19, 2010

0 comments | 1183 reads

Your customers will tell you everything. They’ll tell you when they’re happy; they’ll tell you when they’re not. They’ll tell you when your choice of hold music is for the birds. No, seriously. Customers provide feedback on things that may seem small to you.

You decide: are these “Knuggets” or are these “Knuckleheads”? If the only thing you find post survey-calibration is that your customers are complaining about your hold music, I’d say you are in pretty good shape. That’s my take anyway.

“This is actually about the stupid music you all got when you are on hold. That stuff will literally put you to sleep. You all really need to change it. You all seriously need to pick something that is a little better than that. It’s disgusting. Thank you.”

“The only comment I have is that your Charlie Tuna music is extremely distracting and very scratchy. Thank you.”

“The on-hold music that we’re subjected to every time we call is annoying. It’s uncomfortable to listen to. It makes the whole call a very unpleasant experience. It is repetitious and over modulated and distorted. It is so repetitious, as it makes one want to press needles into their eyes. Anything to make it stop.”

Happy Monday!

~ Dr. Jodie Monger, President

Republished with author's permission from original post by Jodie Monger.

Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.

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