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Originally Posted by monkeybreath
One point that everyone seems to have missed is the fact that the 50minutes is the total of the three attempts to call- so each call lasted on average 16m 40s.
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Maybe, but I am not alone on this forum in having been kept waiting more than an hour for a CSR to answer my call. I don't think the Mirror's survey is unrepresenative in any way.
Neither do I think it's any mitigation that the average wait per call was only 16 minutes! As far as I'm concerned, waiting 16 minutes for a call to be answered is totally unacceptable.
The blame for this lies with whoever thinks they have employed enough people to answer the phones when clearly they haven't. But whoever that person is wants sacking, as Neil said, this kind of result is all too easily identified with NTL. Watchdog did a similar test a couple of years ago and got much the same results.