Radio 1 is Belgium’s biggest news channel.

They air a show called 'Peeters & Pichal', a show that defends consumer rights. The topic they were treating was the general attitude at call centres & helpdesks. The objective was to show that Radio 1 does not only give facts & figures, but that they can also engage, change and interact.

We confronted the call centers & helpdesks with their own nasty habits.We did to them what they do to us: we kept them waiting.We took the side of so many frustrated and helpless consumers.We showed how frustrating it is to keep people waiting.During two weeks we adapted the music that was played, we made live phone calls with many call centers and helpdesks, we recorded our actions and put them on air.And we offered sound bites to our listeners so they could tease the call centers and helpdesks too.

The topic became a public debate.The minister of Economics got involved.Two weeks later, the 20 biggest companies in Belgium signed a charter to get rid of the long waiting times and be more consumer-friendly.They committed themselves to make sure that consumers will have to wait no longer than 1 minute.