We do a good deal of work with IT firms, and tech departments of larger firms. They know callers are waiting for extended hold times and need a strategy for handling that opportunity.
Financial Times reporter Jonathan Guthrie provided some insight behind the IT desk we find amusing:
“The hold music played by IT helpdesks often features New Age warbling. I assumed this reflected the geeks’ poor taste until one explained: “We only play good music if callers are being polite. If you’re not, we force you to listen to Enya.”
