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Live Chat - operating hours update

LouisaMartin
Seasoned Pro
Posts: 397
Thanks: 221
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

Morning Everyone

Just wanted to give an update on webchat operating hours.

This evening: Due to resource levels we need to close webchat at 9pm

Next week
Mon: 09:00 - 22:00 - due to resource levels we've taken the decision not to switch webchat on until 9am
Tue - Sun: 07:30 - 22:00 

From Tuesday morning we'll be back to full operating hours on webchat

Thanks

Louisa
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
Fixes: 12
Registered: ‎01-12-2010

Re: Live Chat - operating hours update

@LouisaMartin

our Resource team and our Operations team to review the Chat closure procedure to ensure we have the appropriate staffing in place and all customers are serviced in the queue before the final Agent logs off.

 
So we can presume that there is a lack of adequate staff numbers to cope Roll eyes
obviously you have not read @shutter post from several years ago Shocked  from 2009 i will remind you
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Community Veteran
Posts: 18,026
Thanks: 1,694
Fixes: 20
Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@rongtw  I think she has..... at least, I hope she has... because I did mention it once or twice to her in PM`s  ! !

 

Community Veteran
Posts: 18,026
Thanks: 1,694
Fixes: 20
Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@LouisaMartin  will this be prominently displayed as a NEW MESSAGE on the Live Chat access points/pages ?

LouisaMartin
Seasoned Pro
Posts: 397
Thanks: 221
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

@rongtw  @shutter indeed I have!

Louisa
LouisaMartin
Seasoned Pro
Posts: 397
Thanks: 221
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Registered: ‎01-02-2016

Re: Live Chat - operating hours update

will what be displayed as a 'new message' @shutter?

Louisa
rongtw
Seasoned Hero
Posts: 6,973
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Registered: ‎01-12-2010

Re: Live Chat - operating hours update

@shutter  as i said it looks like they have a lack of staff Embarrassed but wont admit it

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LouisaMartin
Seasoned Pro
Posts: 397
Thanks: 221
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

Oh we definitely have a lack of staff @rongtw and I admitted that below, last time you said I wouldn't admit it:

https://community.plus.net/t5/Plusnet-Feedback/Live-Chat-operating-hours-update/m-p/1473026#M78636

Louisa
Community Veteran
Posts: 18,026
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Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@LouisaMartin  the fact that Live Chat is closing early...i.e. 9pm...

 

Anonymous
Not applicable

Re: Live Chat - operating hours update

I wonder if the shortage of staff  is due to lack of available suitable candidates (unlikely as I'd heard that there was much unemployment up north), or lack of available funds in an unrealisticly low budget?

Community Veteran
Posts: 5,894
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Registered: ‎23-09-2010

Re: Live Chat - operating hours update

Reading this thread to quote Victor, I don't believe it.

Is this really a good example of how a business is run in the 21st century.

Seems to me plusnet don't necessary need more staff but they certainly need a new management.

 

WillyWombat
Newbie
Posts: 8
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Registered: ‎10-05-2013

Re: Live Chat - operating hours update

@LouisaMartin may I just say thank you for taking the time to write a response to my post with an explanation and apology plus your PM, which goes a long way towards improving your corporate image when compared with the scripted robotic insincere round-the-houses nonsense I have put up with for years from the likes of T**kT**k, Thr** etc.

So, yeah thanks. Quite enjoying this forum actually, seems to be quite a banter going on with a few of your grumpy punters, praps I'll join in 😛

Community Veteran
Posts: 18,026
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Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@WillyWombat take a look at  "General Chat"  on this forum.... if you really want to have some fun....  we get up to all sorts of stuff on there  ! ! ! !>.

 

even putting the world to rights...

 

Welcome to the forums...

 

Community Veteran
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Registered: ‎05-04-2007

Re: Live Chat - operating hours update

Yes welcome, though sometimes it can get a bit Big Brother (TV) esque.
We should try and get Jeremy Kyle as a mod Smiley

Community Veteran
Posts: 5,894
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Registered: ‎23-09-2010

Re: Live Chat - operating hours update


@Alex wrote:

We should try and get Jeremy Kyle as a mod


He couldn't handle it.