topic Extended opening hours - Customer Options Team in Community Announcements

Extended opening hours - Customer Options Team

Chris — Mon, 03 Jun 2013 08:43:24 GMT

From today we're trialling a longer set of opening hours for our Customer Options Team.
The new opening hours will be:
Monday to Friday - 9am to 8pm
Saturday - 9am to 5.30pm
Sunday - Closed
We'll be trialling these opening times for an initial period of 6-8 weeks and will be monitoring the impact on call waits and the patterns of calls into the team. The website and phone menu will be updated today to show the new opening times.

Re: Extended opening hours - Customer Options Team

NorthEasterner — Fri, 23 Aug 2013 15:55:50 GMT

You advertise
24/7 365 days a year support, sunday closed??? And opening hours???
Not what I was told,

Re: Extended opening hours - Customer Options Team

NorthEasterner — Fri, 23 Aug 2013 15:58:14 GMT

Here is the evidence
Plusnet really is going downhill!

Re: Extended opening hours - Customer Options Team

MisterW — Fri, 23 Aug 2013 16:05:51 GMT

Support IS 24/7 365 days , it's just Customer Options (and Accounts) that isn't.

Re: Extended opening hours - Customer Options Team

fourfourdevon — Sat, 24 Aug 2013 11:07:12 GMT

Quote from: NorthEasterner
Plusnet really is going downhill!

"Customer Options" is not equal to "Support"
All Plusnet are doing is extending "Customer Options" opening hours, support hours cannot be extended as they are already at the physical maximum of what they could be.

Re: Extended opening hours - Customer Options Team

pwatson — Sat, 24 Aug 2013 11:43:57 GMT

Actually, Plusnet were extending the hours as a trial nearly three months ago! I assume the trial was successful as the times never went back.
Of course, the definition of 'success' in this instance is a moot point - Needing to open your cancellation line for longer to deal with the workload isn't a good sign

Re: Extended opening hours - Customer Options Team

spraxyt — Sat, 24 Aug 2013 13:59:37 GMT

Customer Options handle more than cancellations and not everyone finds it convenient to call in "office hours" Monday to Friday. Extending the hours helps many to contact the team at a time more convenient for them.