Quote:
Originally Posted by greencreeper
I'm sure I can think of something.
What do you mean? The time waiting to first speak to an operator, or the time kept waiting whilst the operator does something for you? Where I work, a wait time of upto 5 minutes is acceptable, though I think the average would be about 3 minutes. We try to minimise the time a customer is kept on hold, but if, say, their printer is faulty and I need to double-check that we maintain that printer, I need to speak to another department, which could take one to two minutes (possibly more). I think 15 seconds is way too short.
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What they are on about is the time you are kept on hold once your call has been answered.
They are saying that they are suspicious if you are kept longer than 15 seconds, the answer to this seems to be more staff to take the calls, there is no doubt in my mind that ntl will employ as few csa's as they can get away with, putting the welfare of the customer on the back burner, ntl are not the only guilty party in that respect.
I would suggest that when people call these numbers, if they are kept on hold longer than 15 seconds they notify ICSTIS and let them deal with it, this will also help highlight the problems of understaffed call centres.