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Extended opening hours - Customer Options Team

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Extended opening hours - Customer Options Team

From today we're trialling a longer set of opening hours for our Customer Options Team.
The new opening hours will be:
Monday to Friday - 9am to 8pm
Saturday - 9am to 5.30pm
Sunday - Closed
We'll be trialling these opening times for an initial period of 6-8 weeks and will be monitoring the impact on call waits and the patterns of calls into the team. The website and phone menu will be updated today to show the new opening times.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
6 REPLIES 6
NorthEasterner
Aspiring Pro
Posts: 1,873
Thanks: 63
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Registered: ‎25-09-2012

Re: Extended opening hours - Customer Options Team

You advertise
24/7 365 days a year support, sunday closed??? And opening hours???  Roll_eyes
Not what I was told,
Ex Plusnet Fibre customer. Sky Ultrafast (G.Fast) Customer using a Sky Hub 4.2. If you wish to say thanks, please click the thumbs up Thumbs_Up
NorthEasterner
Aspiring Pro
Posts: 1,873
Thanks: 63
Fixes: 3
Registered: ‎25-09-2012

Re: Extended opening hours - Customer Options Team

Here is the evidence
Plusnet really is going downhill!
Ex Plusnet Fibre customer. Sky Ultrafast (G.Fast) Customer using a Sky Hub 4.2. If you wish to say thanks, please click the thumbs up Thumbs_Up
MisterW
Superuser
Superuser
Posts: 11,163
Thanks: 3,438
Fixes: 260
Registered: ‎30-07-2007

Re: Extended opening hours - Customer Options Team

Support IS 24/7 365 days , it's just Customer Options (and Accounts) that isn't.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

fourfourdevon
Grafter
Posts: 1,101
Thanks: 2
Registered: ‎10-09-2010

Re: Extended opening hours - Customer Options Team

Quote from: NorthEasterner
Plusnet really is going downhill!

"Customer Options" is not equal to "Support"
All Plusnet are doing is extending "Customer Options" opening hours, support hours cannot be extended as they are already at the physical maximum of what they could be.
pwatson
Rising Star
Posts: 2,470
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: Extended opening hours - Customer Options Team

Actually, Plusnet were extending the hours as a trial nearly three months ago!  I assume the trial was successful as the times never went back.
Of course, the definition of 'success' in this instance is a moot point - Needing to open your cancellation line for longer to deal with the workload isn't a good sign Smiley
spraxyt
Superuser
Superuser
Posts: 10,063
Thanks: 1,369
Fixes: 75
Registered: ‎06-04-2007

Re: Extended opening hours - Customer Options Team

Customer Options handle more than cancellations and not everyone finds it convenient to call in "office hours" Monday to Friday. Extending the hours helps many to contact the team at a time more convenient for them.
David