topic call centre wait times in Plusnet Feedback

call centre wait times

philto — Tue, 15 Dec 2015 20:30:07 GMT

call centre wait times are getting out of control been on hold 1hour 10min still no joy

Re: call centre wait times

MelRocks — Wed, 16 Dec 2015 12:24:21 GMT

Hi there,
I can assure you this is something we're working on. I hope you managed to get through.

Re: call centre wait times

dippo — Wed, 16 Dec 2015 12:36:12 GMT

I'm sorry, but what's that meant to mean? It offers absolutely nothing to people who currently have problems, and seems to be just a hope that things might be better next time something goes wrong.

Re: call centre wait times

rongtw — Wed, 16 Dec 2015 13:45:26 GMT

Quote from: MelRocks
Hi there,
I can assure you this is something we're working on. I hope you managed to get through.

and i am sure we had this promised over 2 years ago

Re: call centre wait times

jelv — Wed, 16 Dec 2015 14:00:22 GMT

It's well over two years. I started this poll when it had already been bad for a long time.

Re: call centre wait times

GeordieMark — Wed, 16 Dec 2015 14:14:21 GMT

My line went down at 9:50 last night, when I called up I was reminded the lines closed at 10PM, and the call time was 1 hour. Excellent!
Out of curiosity, what would happen when 10 rolled around? Would those in the queue just sit on hold until 7:30 the next day? (Assuming someone had the will to wait that long...

Re: call centre wait times

adagio — Wed, 16 Dec 2015 14:47:04 GMT

Quote from: MelRocks
I can assure you this is something we're working on.

They are working VERY . . . VERY . . . SLOWLY

Re: call centre wait times

rongtw — Wed, 16 Dec 2015 15:34:00 GMT

a bit like the OLD British Rail ,, We are getting there they still waiting at the Station !

Re: call centre wait times

Townman — Wed, 16 Dec 2015 18:00:35 GMT

Quote from: Mark_
Out of curiosity, what would happen when 10 rolled around? Would those in the queue just sit on hold until 7:30 the next day? (Assuming someone had the will to wait that long...

When the 24x7 call service was ceased, I recall asking that very question - I was told that all calls queued at 10pm would be answered. ANy calls made after 10pm would be declined.

Re: call centre wait times

GeordieMark — Wed, 16 Dec 2015 22:04:03 GMT

Interesting, I wonder if those agents who had to stay behind to answer an hours worth of calls got paid overtime for it.... If my experience of call centres is anything to go by, the answer is no
adie:quote