Some research has been done in the UK about the impact that on hold music has on the time people are prepared to wait. The study, conducted by researchers from the University of Leicester on behalf of the Performing Right Society, found that playing music, rather than a recorded verbal message, meant people waited 20 per cent longer, partly because it influenced their perception of time. The study also found that callers waited longer if they were listening to music they liked and if it fitted the expectations they held about an organisation. In the apparent absence of any Australian research into on hold music, Government News decided to shoulder the burden by calling different government departments to check out their offerings, before going to the musical, beating heart of the issue with Music On Hold Australia MOHA , which has been supplying all levels of government with on hold music for the past 30 years.
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Whilst it can get frustrating being on hold for endless hours there is some call centre technology available that can let customers hang up and hold their position in the queue in case anyone in the government is reading this… please remember not to take out your frustration on the call centre agent. Every second spent by complaining about the wait times just makes it longer for the next person to get through and trust me, there is nothing an individual call centre agent can do about it anyway. The honour now goes to Minister Stuart Robert. The Government has also thrown a bunch of extra funding to call centre outsourcers with another 1, staff added in August This will go some way to helping to handle additional volumes and is a boost for the outsourcers involved. There are lots of different contact numbers for Centrelink depending on the service you need. Visit this page on their website for a list of all Centrelink phone numbers along with their opening hours. I help businesses to deliver and optimise their customer experience to deliver measureable business outcomes and was named as one of the Top 25 CX Influencers for A new Contact Centre Future Leaders Mentoring Program is being launched in Melbourne helping those looking to forge a career in contact centres.
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