topic Re: Is this a record ? in Plusnet Feedback

Is this a record ?

gleneagles — Tue, 28 Jul 2015 14:27:56 GMT

Just phoned PN to renew my Line rental, after going through the automated menu how long did I have to wait to speak to someone ?
10 minutes ? 15 minutes ? ........ have a guess (answer below)

5 seconds !
Good Work !

Re: Is this a record ?

HairyMcbiker — Tue, 28 Jul 2015 14:53:01 GMT

Lucky you, it took me 15+ minutes the other day.

Re: Is this a record ?

monabri — Tue, 28 Jul 2015 19:45:07 GMT

28 minutes today!

Re: Is this a record ?

adamwalker — Wed, 29 Jul 2015 11:00:53 GMT

Hi all, waits to get through to us by phone can vary.
In case you're unaware we publish our average wait times here: http://portal.plus.net/supportpages.html?a=212

Re: Is this a record ?

Razorback — Wed, 29 Jul 2015 13:15:39 GMT

The call wait times today seem very low. Everybody must be downloading Windows 10 instead

Re: Is this a record ?

All4One — Wed, 29 Jul 2015 13:41:08 GMT

And when W10 is downloaded and installed...their Tech support queues will shoot up!

Re: Is this a record ?

Estragon — Wed, 29 Jul 2015 13:48:12 GMT

"Please Mr Plusnet, my email doesn't work and my internet is very slow".

Re: Is this a record ?

AlaricAdair — Wed, 29 Jul 2015 14:10:29 GMT

I had a quick look at the graph and the text showed the average time to answer the call as 3 seconds. I wondered if that was calculated
a) answer time average = Total queue time in seconds / 86400 ie (total number of seconds successful callers waited / time in seconds for 24 hours
or
b) answer time average = Total queue time in seconds / number of successful calls answered