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Is the call waiting time screwed

Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Is the call waiting time screwed

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
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Community Veteran
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Registered: 11-08-2007

Re: Is the call waiting time screwed

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 ?
Crazy
rongtw
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Re: Is the call waiting time screwed

Most likely staff too busy tweeting , or Facebooking  Lips are sealed
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Community Veteran
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Re: Is the call waiting time screwed

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

The call waiting times were accurate (AFAIK) when oldjim posted them.
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 Chris Parr
 Plusnet Staff
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Re: Is the call waiting time screwed

How is the "average" calculated? Does it exclude the time period when people do not call because support is closed?
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rongtw
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Re: Is the call waiting time screwed

i would presume the average is calculated over the full opening hours  Wink
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Anonymous
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Re: Is the call waiting time screwed

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.
Community Veteran
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Re: Is the call waiting time screwed

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.
Now Zen, but a +Net residue.
Community Veteran
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Registered: 15-06-2007

Re: Is the call waiting time screwed

Anyone with a problem - call in as they must be bored
Community Veteran
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Registered: 31-08-2007

Re: Is the call waiting time screwed

avatastic will have had no problem getting this sorted quickly then Roll eyes