topic Re: Awful Music on Hold in Plusnet Feedback

Awful Music on Hold

rosetrees — Tue, 19 May 2015 15:20:20 GMT

Please do something about the truly appalling noise that I've just been subjected to whilst waiting for my problem to be solved. I am not joking when I say that if I have to listen to that again I will change providers.
The lady I spoke to said she has been putting in requests for it to be changed or at the very least reduced in volume for 18 months.
Why are you not listening to your customers? Either give us a choice of what to listen to or change it to quiet, easy listening.

Re: Awful Music on Hold

Anonymous — Tue, 19 May 2015 15:23:27 GMT

Some Northern Soul would be nice as they're evidently lacking it themselves.

Re: Awful Music on Hold

MattyC — Tue, 19 May 2015 15:45:26 GMT

This is a heavily debated subject with mixed opinions. However, most opinions are the same regarding the volume in that it's too loud.
I know it was in the pipeline to be addressed, but a few months ago we completely changed the phone systems that we operate on to accommodate an increase of calls into the CSC as we grew. As a result of this I think the plans changed.
I'll raise it again to see if we can take it down a notch.
Matty

Re: Awful Music on Hold

Townman — Tue, 19 May 2015 18:55:58 GMT

Matty,
Rather than fix the music, please fix the wait times, so as to reduce customer's exposure to it.
Kevin

Re: Awful Music on Hold

Empirical — Tue, 19 May 2015 19:45:58 GMT

What's wrong with Moloko?
Just out of curiosity through I recall promises of new call centre = less wait times, then when people are trained=less wait times but now the promises seem to have dried up? Have plusnet just given up on it?

Re: Awful Music on Hold

All4One — Tue, 19 May 2015 20:04:41 GMT

New call centre and new people does mean less wait times but don't forget between those promises and now, there's been X thousands of new customers. I called for my parents last week during the afternoon and I was straight through despite it saying a 15min wait.

Re: Awful Music on Hold

Mayfly — Wed, 20 May 2015 05:38:04 GMT

I had to ring PN a couple of months ago 5 times in 10 days and never once waited longer than 4 minutes.
I do wonder if some of the wait times mentioned on here are from customers who hear the message and hang up rather than the actual time they waited for.
and yes please turn the volume down at least.

Re: Awful Music on Hold

Empirical — Wed, 20 May 2015 08:43:32 GMT

40 mins last night - but that was too their Tech Support. I think Customer Service was less since their stats page said there was only 8 people in the queue.

Re: Awful Music on Hold

MattyC — Wed, 20 May 2015 08:47:31 GMT

@Kevin - As a man who prefers to attack the root cause, that used to be my line but I feel that the wait times have actually improved a bit over the last 8/9 months. I know that when I first started being active on these forums (outside of the FTTP one) we certainly had more complaints about the wait times. Though I do appreciate that at peak times there can be a wait time much longer than I'd like us to be at.
Personally, I think we should get rid of everything on there except Pulp

Re: Awful Music on Hold

Townman — Wed, 20 May 2015 09:46:38 GMT

Matty,
No argument that call answering time has improved, but it could be better. A recent call to Business Support took much longer to answer than I ever recalled when I was a business user.
Not had to call residential support for ages as the underlying cause of most of my need to contact them has been resolved properly - the BT line and a router firmware upgrade. Current xDSL session is 308 days. Now that is what I call a root cause fix.
More power to your elbows!
Kevin

Re: Awful Music on Hold

MattyC — Wed, 20 May 2015 09:56:05 GMT

To be fair, I've only really taken residential wait times into account, and haven't given Biz much thought. Though I am aware that we hired a lot of staff externally for business, in the interest of not taking resource away from the CSC.