Welcome news appeared in the Spring 2019 magazine of the Skipton Building Society:- ‘We[the Skipton Building Society] recently gave customers the option to turn off the music and messages they’d usually hear if they were put on hold during a call to us. It was originally intended to help customers with accessibility needs who are affected by loud music. However, figures show that on average so far this year, 35% of our callers are now opting for the silent option and we’re getting great feedback from customers.’ This shows that a significant proportion of customers – not just those termed disabled – prefer silence to canned music down the line, debunking the old myth that callers ring off if there is no muzac to reassure them.
Firstdirect, the online/telephonic banking service, now plays birdsong rather than muzac while customers are kept on hold – an improvement that is welcomed by many – though not apparently all – customers. We should reassure Firstdirect and the Skipton BS that they are doing the right thing, and persuade other banks and building societies to offer the same option of silence or of birdsong.