topic Re: Call Queue in Plusnet Feedback

Call Queue

kgk86 — Fri, 07 Aug 2015 17:44:44 GMT

2 Hours, 2 HOURS of waiting in the call queue and getting cut off at about 22 minutes each time!!

ARRRGGGHHHH!

Re: Call Queue

Luzern — Fri, 07 Aug 2015 20:10:11 GMT

Odd and likely daft thought; do quieing systems react to lack of sound from the phoning in source, need a reminder someone is there?

Re: Call Queue

MattyC — Sat, 08 Aug 2015 09:19:24 GMT

I see that you got through about 5 minutes after this message. Did everything get sorted in the end?
Matty

Re: Call Queue

AlaricAdair — Sun, 09 Aug 2015 09:55:24 GMT

Personally I reckon for any caller waiting more than 15 minutes their call should be diverted to the personal phone of the Plusnet CEO. I suspect we'd soon see a reduction in these outrageous call queues once the CEO had a few of those.

Re: Call Queue

Townman — Sun, 09 Aug 2015 12:26:56 GMT

+1
Or more to the point the elimination of the causes to call support - BTOR failures - order process failures (time to deploy the ordering system?) - billing failures (time to deploy the new billing system), defective cash back process ... the list goes on and is well known by everyone involved in the DELIVERY of the service.
Shame that those DIRECTING the business and marketing drives are not so similarly aware of the end to end limitations when driving the market share figures.

Re: Call Queue

artmo — Sun, 09 Aug 2015 14:44:25 GMT

I have to say I phoned PN a few days back, mid afternoon, and waited less than 5 minutes.
One query that PN might be able to update us on. What happened to the Leeds centre which was supposed to cut out the long delays.