topic Re: Is the call waiting time screwed in Plusnet Feedback

Is the call waiting time screwed

Oldjim — Wed, 23 Mar 2016 11:34:40 GMT

This is two days where the waiting time for business is far worse than for residential
If it isn't why isn't there some switching of support staff to relieve the load on the business line

Re: Is the call waiting time screwed

Anonymous — Wed, 23 Mar 2016 17:00:55 GMT

Maybe they already have !.
If the support staff who don't answer the phones for residential customers have swapped teams,
then that would explain why business calls are not getting answered ?

Re: Is the call waiting time screwed

rongtw — Wed, 23 Mar 2016 17:37:49 GMT

Most likely staff too busy tweeting , or Facebooking

Re: Is the call waiting time screwed

w23 — Wed, 23 Mar 2016 17:44:02 GMT

Or using the internet for its true purpose: watching cat videos.
Still seeing complaints about call waiting times, my best guess would be that the residential figures are under-reporting.

Re: Is the call waiting time screwed

Chris — Wed, 23 Mar 2016 17:46:12 GMT

The call waiting times were accurate (AFAIK) when oldjim posted them.

Re: Is the call waiting time screwed

AlaricAdair — Thu, 24 Mar 2016 07:01:56 GMT

How is the "average" calculated? Does it exclude the time period when people do not call because support is closed?

Re: Is the call waiting time screwed

rongtw — Thu, 24 Mar 2016 08:46:30 GMT

i would presume the average is calculated over the full opening hours

Re: Is the call waiting time screwed

Anonymous — Thu, 24 Mar 2016 08:54:42 GMT

There seems to be some lack of understanding with regards to 'averages' here. What an earth have support opening hours got to do with it? Surely you simply add up the total time waited by all callers and devide by the number of callers.
So if 3 customers called, waiting 6 minutes, 10 minutes and 2 minutes, the average wait would be 6+10+2 = 18/3 =6 minutes.

Re: Is the call waiting time screwed

AlaricAdair — Thu, 24 Mar 2016 13:01:16 GMT

Au contraire Matey. I understand averages and Customer Service Statistics only too well. Spreading the response times over 24 hours or the hours of business will give markedly different answers.

Re: Is the call waiting time screwed

Oldjim — Sat, 26 Mar 2016 11:51:21 GMT

Anyone with a problem - call in as they must be bored

Re: Is the call waiting time screwed

Anotherone — Sat, 26 Mar 2016 15:57:52 GMT

avatastic will have had no problem getting this sorted quickly then