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Support opening times

Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Support opening times

We are always striving to improve our award winning customer service, and as a result we have been looking at our customer support opening hours. After extensively analysing the times at which our customers call, and how long they have to wait, we are revamping the call centre opening hours. This will allow us to have the majority of our staff working when customer demand is at its peak. From 13th July 2015 our UK customer support lines will be open from 7.30am to 10pm every day. Our business customer support is open 24/7.
 Tony
 Plusnet Support
3 REPLIES
Community Veteran
Posts: 38,440
Thanks: 1,017
Fixes: 61
Registered: 15-06-2007

Re: Support opening times

Why don't you just schedule the staff on phone answering so that a small number are available over night for the small number of calls
This could be combined with the Business Support which, until the latest change, used the Residential Support outside business hours
This seems a rather silly way to go about it
While I am grumbling
What happens when a customer calls at say 21.30 and the wait time is such that it doesn't get picked up by 22.00. Does the same thing happen as used to happen with Customer Options - after the time you are just cut off
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Support opening times

There are a number of questions that have been asked in the post on the feedback forum. I've sent the questions on so that I can get answers clarified before posting further.
 Tony
 Plusnet Support
Moderator
Moderator
Posts: 17,574
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Registered: 11-01-2008

Re: Support opening times

Moderators Note.
Locked in favour of existing topic

https://community.plus.net/forum/index.php/topic,140849.0.html
Will Moderate For Thanks