Suggestion given long phone wait times
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- Suggestion given long phone wait times
Suggestion given long phone wait times
12-07-2014 7:41 AM
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You can then get on with your life, while you wait to get to the top of the Q, at which point they call you.
How about it?
Re: Suggestion given long phone wait times
12-07-2014 11:02 AM
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I don't know how effective it is, though.
Re: Suggestion given long phone wait times
12-07-2014 11:05 AM
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And First Direct have an even better system, which is just having enough people to answer the phones. And even more significant, who have the information on hand, skills and authority to deal with almost anything there and then
Quote from: tonyAtplus Direct line have an excellent system when you call them.
Re: Suggestion given long phone wait times
12-07-2014 6:10 PM
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M
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Suggestion given long phone wait times
13-07-2014 9:19 AM
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Quote from: HPsauce And First Direct have an even better system, which is just having enough people to answer the phones. And even more significant, who have the information on hand, skills and authority to deal with almost anything there and then
Quote from: tonyAtplus Direct line have an excellent system when you call them.
That is very true - excellent service
Re: Suggestion given long phone wait times
13-07-2014 1:41 PM
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As a relation to BT, PN should be able to implement this in quite a reasonable time frame
Re: Suggestion given long phone wait times
15-07-2014 5:56 PM
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Any comment, plusnet?
Re: Suggestion given long phone wait times
15-07-2014 6:24 PM
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http://community.plus.net/forum/index.php/topic,80676.0.html
started in 2009...... Yup ...! 5 years ago.... and they still haven`t cottoned on to getting a proper Customer Friendly queuing system .......
Just checked the stats.... and there are 30.22 calls waiting.... Whot ? 30 POINT 22.... who is the point 22 of a call that is waiting ????? ( like having 2.2 kids...... ).. !
Quote
Residential call stats
Current calls waiting Longest call waiting now Average answer time today
30.22 Currently unavailable 13 minutes and 53 seconds
One of the main arguments against a Queueing system at PlusNet is that calls have to be "prioritised"..... which implies that "some" calls are "more important" than others.....
From a customer point of view, that is an absolute scandal....... from PlusNets point of view, that is treating customers with contempt.... especially when the pre-recorded message goes on and on and on and on....... "your call is important to us.......".... ( what that recording fails to say, is ....... but someone elses call is probably more important than yours, so we`ll deal with them first and eventually get around to you........ "
Proof of my last statement.....
a quote from my original thread..... by Mark.... ( who, I think, at that time was on the PlusNet staff )......
Quote
We did look at this a couple of years ago and Carol and I looked at options with a number of suppliers, however for good reason we ruled it out as a solution.
A number of reasons for this existed. In a multi skilled support team where agents can and do handle multiple workflows, some of those workflows receive a higher priority than others, such as an ADSL fault or a phone fault. Lets say your calling to report a problem with email, no other higher priority calls in the queues and your number 3 in line to be answered, suddenly 2 adsl faults hit the queue and a home phone fault. Next thing you know you've gone from 3 to six with no understanding why.
The numerous implimentations of this model we looked at simply didnt fit how we and many other tech environments operate. Ideal world scenario would be that we have agents sitting twiddling their thumbs in between calls for each different workflow to ensure that a call queuing system like that would work, but thats not sound operational practice and certainly would not be efficient or indeed cost effective.
We spent a lot of time looking at the options, but the downside way way outstripped the benefit and in fact there was no benefit, for us or our customers, from this solution.
So.... dear friends..... PlusNet don`t really want you to know that you are being shuffled further down the queue..... unlike in a supermarket, where multi skilled, multi tasking staff can open up new checkouts to ease the queue,,,, plusnet... well..... draw your own conclusions..... after 5 years... still ...... NO CHANGE....
Even though they have opened up a second Call Centre......
Re: Suggestion given long phone wait times
15-07-2014 6:34 PM
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Quote from: shutter <snip>
One of the main arguments against a Queueing system at PlusNet is that calls have to be "prioritised"..... which implies that "some" calls are "more important" than others.....
<snip>
When one is stuck in a queue awaiting to be answered, how can ones call be Prioritised, when PN does not know what the call is about ?
Re: Suggestion given long phone wait times
15-07-2014 6:41 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Suggestion given long phone wait times
15-07-2014 7:00 PM
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Re: Suggestion given long phone wait times
15-07-2014 7:27 PM
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To think that some other person already in the queue should have to wait longer for your problem to be dealt with is sheer arrogance however you try to justify it.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Suggestion given long phone wait times
15-07-2014 8:02 PM
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My remark was in the context of Jelv's reply to the previous question. Having chosen a queue by pressing 1 or 2 or whatever, Plusnet will treat such queues with a different priority - faults queues will generally be manned to a different level.
Once in a queue, there is no question of "dropping down" a queue. Each queue will be answered in a timely manner. I didn't say Plusnet's system was the correct one, but whilst it's as it is, if for example I phoned in on a PAYG mobile because my phone line had gone dead, I would hope that that queue would be dealt with quicker. There's no arrogance involved.
Re: Suggestion given long phone wait times
15-07-2014 8:12 PM
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The person I spoke to clearly didn't have a clue and put me on hold for a total of 20 mins just to answer two very simple questions.
My call was one hour long where if the person knew what they were doing it should have been at the absolute maximum 20 mins to deal with and 10 mins for someone who knew what they were doing.
Re: Suggestion given long phone wait times
15-07-2014 8:12 PM
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Having to wait to get past the first hurdle is still the biggest problem, and the longest wait... and that is where the recorded message "your call is important to us.....
Quote Give us a little time..... we`re getting there.....
NOT......
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