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Do PN plan to ever do anything about the consistently awful call wait times?

rtho782
Dabbler
Posts: 18
Registered: ‎11-09-2014

Do PN plan to ever do anything about the consistently awful call wait times?

It's been like this since I've been with PN. I've literally never called support and waited LESS than 15m. My record is over an hour.
Is this just the price paid for being with PN? Do you ever actually plan to do anything about it? Are you just so used to it that you think it's acceptable?
6 REPLIES
Community Gaffer
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Re: Do PN plan to ever do anything about the consistently awful call wait times?

At the risk of sounding like a stuck record, we are working on improving them. There's been a review of customer contact trends internally and we're working to match our resource better to the times customers are calling us.
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 Chris Parr
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Superuser
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Re: Do PN plan to ever do anything about the consistently awful call wait times?

Hi Chris,
Indeed the record is stuck and it is good that it is recognised.  Do the senior management have a target date by which N% of calls are answered in Q seconds with follow-up targets for N%+ answered in Q- seconds?
Do metrics exist for the moment for N and Q?
Kevin
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Re: Do PN plan to ever do anything about the consistently awful call wait times?

We do have targets for CAR (Call Answer Rate) and many other things, I'm not at liberty to share those publicly but they make up part of the overall support centre reporting the management team use alongside the resourcing teams.
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 Chris Parr
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rongtw
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Re: Do PN plan to ever do anything about the consistently awful call wait times?

If you dont mind me asking ,,,  what happened with the new Leeds call center , supposed to reduce call wait times ?? 
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Community Gaffer
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Re: Do PN plan to ever do anything about the consistently awful call wait times?

Leeds is up and running, we expanded on to another floor there not too long ago. Recruitment is continuing at both Leeds and Sheffield too.
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 Chris Parr
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Re: Do PN plan to ever do anything about the consistently awful call wait times?

Quote from: Chris
I'm not at liberty to share those publicly

Chris,
I guess that is understandable.  May be one day the management team will have sorted the resources and the causes of reasons to contact support such that the publication of these figures will show an attainment of excellence.  Such publication being seen as an attractive selling point - possibly even an unique selling point.
In the meantime we simply wait in anticipation that you'll have a new record - here and on the phone lines - soon.  Cool
Kevin