Suggestion given long phone wait times
Quote from: shutter "press one for a short wait, and two for a bit longer wait..."
@anthgood
That is diabolical. The whole point of having different queues for different issues is so that you (eventually) get through to someone who knows what they are talking about.
shutter is right, prioritising isn't really the right word but it also seems shutter's last remark is unfortunately still true.
Not forgetting tonyAtplus's original suggestion - to keep on topic
there's no reason why such a system can't work with the different queues for different issues.
I also wonder that whilst we are stuck with the current system (or even if tonyAtplus's system was implemented on each queue), why/if the Customer Support Stats can't show the wait times on each of the queues?
And who altered the programming on that recently? As shutter has already mentioned, how can you have decimal xy of a call waiting? No QA it would seem. And why is the "Longest call waiting now" not being shown? Too embarrassed to show it no doubt
Right now
Come on Plusnet, this HAS to be a joke.
That is diabolical. The whole point of having different queues for different issues is so that you (eventually) get through to someone who knows what they are talking about.
shutter is right, prioritising isn't really the right word but it also seems shutter's last remark is unfortunately still true.
Not forgetting tonyAtplus's original suggestion - to keep on topic
there's no reason why such a system can't work with the different queues for different issues.I also wonder that whilst we are stuck with the current system (or even if tonyAtplus's system was implemented on each queue), why/if the Customer Support Stats can't show the wait times on each of the queues?
And who altered the programming on that recently? As shutter has already mentioned, how can you have decimal xy of a call waiting? No QA it would seem. And why is the "Longest call waiting now" not being shown? Too embarrassed to show it no doubt
Right now
Quote from: Plusnet Current calls waiting Longest call waiting now Average answer time today
24.24 Currently unavailable 40 minutes and 50 seconds
Come on Plusnet, this HAS to be a joke.
The current calls waiting isn't the current calls waiting, it's the average over the last something like 5 minutes. We were told that when the stats reappeared after the phone system was changed.
Something else that is very unimpressive:
Under Question Handling it this instant it reads "Last updated: July 11, 2014, 11:43 am". That's over 4 days ago!
Translated I think it means that the time being taken to close tickets is so embarrassing that we'll not post an update until we've done something to get it back to a reasonable level.
Under Question Handling it this instant it reads "Last updated: July 11, 2014, 11:43 am". That's over 4 days ago!
Translated I think it means that the time being taken to close tickets is so embarrassing that we'll not post an update until we've done something to get it back to a reasonable level.
The new call centre has clearly made things worse & not better (Money not well spent) 
Quote from: jelv Something else that is very unimpressive:
Under Question Handling it this instant it reads "Last updated: July 11, 2014, 11:43 am". That's over 4 days ago!
Translated I think it means that the time being taken to close tickets is so embarrassing that we'll not post an update until we've done something to get it back to a reasonable level.
We're updating that now, it should have been done a lot sooner, so, sorry for that.
We really are trying our best to get call volumes down, we're still hiring more people and training people up. I fully appreciate that we've been saying this for some time now, we're still working on it.