topic Re: Do PN plan to ever do anything about the consistently awful call wait times? in Plusnet Feedback

Do PN plan to ever do anything about the consistently awful call wait times?

rtho782 — Mon, 15 Jun 2015 08:35:21 GMT

It's been like this since I've been with PN. I've literally never called support and waited LESS than 15m. My record is over an hour.
Is this just the price paid for being with PN? Do you ever actually plan to do anything about it? Are you just so used to it that you think it's acceptable?

Re: Do PN plan to ever do anything about the consistently awful call wait times?

Chris — Mon, 15 Jun 2015 10:02:44 GMT

At the risk of sounding like a stuck record, we are working on improving them. There's been a review of customer contact trends internally and we're working to match our resource better to the times customers are calling us.

Re: Do PN plan to ever do anything about the consistently awful call wait times?

Townman — Wed, 17 Jun 2015 11:49:23 GMT

Hi Chris,
Indeed the record is stuck and it is good that it is recognised. Do the senior management have a target date by which N% of calls are answered in Q seconds with follow-up targets for N%+ answered in Q- seconds?
Do metrics exist for the moment for N and Q?
Kevin

Re: Do PN plan to ever do anything about the consistently awful call wait times?

Chris — Wed, 17 Jun 2015 11:53:22 GMT

We do have targets for CAR (Call Answer Rate) and many other things, I'm not at liberty to share those publicly but they make up part of the overall support centre reporting the management team use alongside the resourcing teams.

Re: Do PN plan to ever do anything about the consistently awful call wait times?

rongtw — Wed, 17 Jun 2015 11:56:03 GMT

If you dont mind me asking ,,, what happened with the new Leeds call center , supposed to reduce call wait times ??

Re: Do PN plan to ever do anything about the consistently awful call wait times?

Chris — Wed, 17 Jun 2015 11:57:30 GMT

Leeds is up and running, we expanded on to another floor there not too long ago. Recruitment is continuing at both Leeds and Sheffield too.

Re: Do PN plan to ever do anything about the consistently awful call wait times?

Townman — Wed, 17 Jun 2015 12:03:51 GMT

Quote from: Chris
I'm not at liberty to share those publicly

Chris,
I guess that is understandable. May be one day the management team will have sorted the resources and the causes of reasons to contact support such that the publication of these figures will show an attainment of excellence. Such publication being seen as an attractive selling point - possibly even an unique selling point.
In the meantime we simply wait in anticipation that you'll have a new record - here and on the phone lines - soon.
Kevin