FOI request detail

Hold music for Customer Services phone lines

Request ID: FOI-2157-2122
Date published: 11 January 2022

You asked

Dear Transport for London, May I request the name or supplier of the hold music used when calling TfL Customer Service?

We answered

TfL Ref: 2157-2122

Thank you for your request received by Transport for London (TfL) on 20 December 2021 asking for the name or supplier of the hold music used when calling TfL Customer Service.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require.

TfL has multiple 0343 customer service numbers. We traditionally associate TfL Customer Services with 0343 222 1234 as it covers the broadest range of reasons a customer would want/need to talk to TfL.  The 0343 222 1234 number can route through to three different call centres dependant on the option a customer selects. These are our TfL Call Centre in London or one of our two TfL Outsourcing Partners.  Within our TfL call centre we actually challenged a few members of our own team locally to freshen up our hold music and this is therefore written independently by our staff. One of our outsource partners uses an Avaya hold music, and the other outsource partner uses a Cirrus hold music.

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Sara Thomas
FOI Case Management Team
General Counsel
Transport for London

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