ntl's IVR message
 

I've had to call ntl recently about a number of issues (not all negative) and literally every time I've called I get the recorded message saying "We are currently experiencing a high number of calls" while on hold.

I get this no matter what time of day I call. From my own experience, quiet times include mid-morning and mid-afternoon but even during these times the message is still there.

Does anyone know if it only kicks in during busy periods or do ntl just keep it on permanently?

Re: ntl's AVR message
 

I would imagine you get it when the number of calls queued exceeds the number of operators.

Re: ntl's AVR message
 

That's what I thought - but I get that each time I call regardless of the time of day.

Re: ntl's AVR message
 

Well with everyone ringing up to get the new speed ;) maybe they really are busy ..... other than that, I don't know.

Re: ntl's AVR message
 

When I used to work in one of the call centres these messages had to be put on manually. So technically it should be dependant on call volumes at the time.

Re: ntl's AVR message
 

Yep most IVR/ AVR are put on manually by someone in a command center who will be monitoring the traffic levels. If it is always on then NTL are either swamped or not operating with enough advisers online.

Re: ntl's AVR message
 

We know its you Calling :Yikes: You can guess the rest :LOL:

Re: ntl's AVR message
 

Russ you worked for ntl surely you know how it works?

Re: ntl's AVR message
 

They've obviously changed their procedures more than once or twice in almost 3 years , but you already knew that.... ;)