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Call Queue

kgk86
Grafter
Posts: 35
Registered: 25-06-2013

Call Queue

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

ARRRGGGHHHH!
5 REPLIES
Luzern
Seasoned Pro
Posts: 3,221
Thanks: 315
Fixes: 2
Registered: 31-07-2007

Re: Call Queue

Odd and likely daft thought; do quieing systems react to lack of sound from the phoning in source, need a reminder someone is there?
No one has to agree with my opinion, but in the time I have left a miracle would be nice.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Call Queue

I see that you got through about 5 minutes after this message. Did everything get sorted in the end?
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
Posts: 5,606
Thanks: 624
Fixes: 1
Registered: 21-03-2011

Re: Call Queue

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.
Now Zen, but a +Net residue.
Highlighted
Superuser
Superuser
Posts: 11,914
Thanks: 3,280
Fixes: 22
Registered: 22-08-2007

Re: Call Queue

+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.
Community Veteran
Posts: 18,668
Thanks: 231
Registered: 12-08-2007

Re: Call Queue

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.