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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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Almost equally unacceptable in my opinion.
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Originally Posted by orangebird
What I do expect though, is the conducters of the survey to give a fair view of the company call centres as a whole.  |
I think they did, the article stated how the test was performed. Readers are able to make up their own mind. Whilst the Mirror might be branding the whole company, I think we as customers have experienced such problems first hand.
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Originally Posted by Chris T
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.
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Agreed. Also, I think the point I haven't made here yet is that I'm not blaming the people answering the phones (OK so maybe some of them I am) but the bigger picture is that the systems, staffing and training are not up to scratch - and that is the management's fault.