topic Re: Call waiting times - suggestion in Plusnet Feedback

Call waiting times - suggestion

AndyH — Sun, 17 Aug 2014 07:56:25 GMT

I am sure this has been suggested on here before, but I thought I might as well put it forward again.
Quite a few companies with long call waiting times have a ring back option so you do not have to wait in a queue. When you ring up and are told call times are lengthy, you're given an option to receive a call back (on a number of your choice) from the next available member of staff. Some companies are even able to give you a specific time window you can expect a call back.
This is something I always use when calling companies that can have lengthy call queues. It has the benefit of alleviating call waiting times during busy periods and it also means people will get less frustrating being stuck in a queue whilst on the phone.

Re: Call waiting times - suggestion

TORPC — Sun, 17 Aug 2014 08:00:24 GMT

I voted yes
Then I can carry on doing what I have to, until I reach my place in the cue
My housing authority uses it & it is very good effective tool

Re: Call waiting times - suggestion

PeterLoftus — Sun, 17 Aug 2014 08:06:09 GMT

Voted yes it's something I always use when available
Although there is the option to put my cordless on speakerphone and just let it ring

Re: Call waiting times - suggestion

TORPC — Sun, 17 Aug 2014 08:39:51 GMT

Hi Peter I have done the same, (NOT with PN) but other firms, & on occasion, the battery would need re-charging, & before anyone suggests I read a certain recent thread in chitchat about phone charging, (I already have & that was for smart phones) 😛
However with both the old Eurotel & the new Gigaset Dect phones once replaced in the cradle for charging, they also close the call

Re: Call waiting times - suggestion

rongtw — Sun, 17 Aug 2014 09:15:21 GMT

NO because previously it has been stated Ring backs never happen , and the wait time would be longer

Re: Call waiting times - suggestion

AndyH — Sun, 17 Aug 2014 09:58:26 GMT

Quote from: rongtw
NO because previously it has been stated Ring backs never happen

But the ring backs are automatic and not controlled by the call centre staff.
Every automatic ring back service I've used in the past (Scottish Power probably being the most frequent) has worked without fail.

Re: Call waiting times - suggestion

Empirical — Sun, 17 Aug 2014 10:15:20 GMT

Quote from: rongtw
NO because previously it has been stated Ring backs never happen , and the wait time would be longer

Thats not what is meant in this case. They are talking about a system that when you call it places you in the queue and maintains your position even after you hang up (after selecting the option). When you reach the front of the queue the system redials your phone and connects you to an agent.

Re: Call waiting times - suggestion

Anotherone — Sun, 17 Aug 2014 13:35:40 GMT

I voted yes, but I wouldn't necessarily use it every time. Sometimes I stay on the line with the phone on speakerphone as I do with some other things.
There is a service called WeQ4U if anyone is interested. If you have inclusive minutes it doesn't cost you.

Re: Call waiting times - suggestion

TORPC — Sun, 17 Aug 2014 14:13:29 GMT

Cheers Anotherone
Are the 0333 number free from on a Anytime call package on the landline, as they seem to claim ?

Re: Call waiting times - suggestion

Anotherone — Sun, 17 Aug 2014 15:07:44 GMT

According to this and in the call tariff guides where there are chargeable calls outside of packages 01, 02, 03 are listed together, and there are no 03 numbers listed here so that would seem to be the case. I'd certainly be demanding a refund if charged during inclusive call times.

Re: Call waiting times - suggestion

TORPC — Sun, 17 Aug 2014 15:28:59 GMT

Cheers again

Re: Call waiting times - suggestion

Anotherone — Sun, 17 Aug 2014 17:26:04 GMT

There's this as well, IIRC the exceptions are Dial-up ISP numbers and Indirect Access numbers with 0845/0870 codes.

Re: Call waiting times - suggestion

TORPC — Sun, 17 Aug 2014 17:28:17 GMT

Cheers again
How the cruela devil did I miss / forget about that

Re: Call waiting times - suggestion

DaveyH — Sun, 17 Aug 2014 19:00:18 GMT

Quote from: Anotherone

There is a service called WeQ4U if anyone is interested. If you have inclusive minutes it doesn't cost you.

They also have WeQ4U 4 Business. Which Plusnet should take a good look at
http://www.weq4u4business.co.uk/telephony.html

Re: Call waiting times - suggestion

TORPC — Sun, 17 Aug 2014 19:29:32 GMT

That would be great, however they wouldn't be able to claim the taxes back

Re: Call waiting times - suggestion

AndyH — Mon, 18 Aug 2014 16:04:59 GMT

I have no idea how WeQ4U works exactly, but this is the kind of thing I mean when I say an automated queue/call back service.

Re: Call waiting times - suggestion

TORPC — Tue, 02 Sep 2014 14:08:32 GMT

Even Which.co.uk tells you what position you are in the queue
Therefore, I am wondering why plus-net have not either offered or introduced the option ?
Surely the new(ish) call centre would have been modernised & not fitted with out of date equipment (to save cost(s) )

Re: Call waiting times - suggestion

Anotherone — Tue, 02 Sep 2014 14:36:27 GMT

It's not the equipment, or shouldn't be, it will be the software that their phone provider is running I'd guess.