Cable Forum - View Single Post - NTL is call centre with longest wait in Mirror test

scrotnig · 13-09-2004, 14:30

The Post Office analogy is simply that, before single queues were introduced you had lots of different queues, some moving faster than others.

The virtual call centre system is the call centre equivalent of single queues. At present you might get, for example, a big queue in one region but no queue in another region. Under the virtual system, callers will get passed to whichever region is free to answer them.

It should help a great deal.

13-09-2004, 14:30	#72
scrotnig Inactive Join Date: Jun 2003 Posts: 2,499	Re: NTL is call centre with longest wait in Mirror test The Post Office analogy is simply that, before single queues were introduced you had lots of different queues, some moving faster than others. The virtual call centre system is the call centre equivalent of single queues. At present you might get, for example, a big queue in one region but no queue in another region. Under the virtual system, callers will get passed to whichever region is free to answer them. It should help a great deal.