Quote:
Originally Posted by greencreeper
In that case, 15 seconds is unrealistic IMHO.
I hate call backs. Annoy me no end. You can call, wait patiently, and have your problem fixed. Or you can call, and hang up, and leave us to spend days chasing you - "in a meeting... can't find her... no answer... surgery closed...". And the time wasted chasing people could be better spent actually answering the phone and helping those customers who have patience.
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You had better tell ICSTIS that 15 seconds is " unreasonable "
I do not think it is, about time companies got their backsides into gear, I get really cheesed with the attitude " we can keep them waiting for 10 minutes and in the meantime make loadsa money for the directors xmas bash "
When do NTL Chase customers who have called and decided to hang up? I am perplexed by that one
And even when you get through after 10 minutes, if youre lucky, you're not guaranteed to have the problem sorted, even though the csa assures you that it will be
Ob, whether NTL offer free calls, it still does not make it right to keep a paying customer waiting longer than what the regulators say, it is not just to do with making money from keeping people waiting, its called GOOD CUSTOMER SERVICE, sadly what NTL lack the majority of the time time.
---------- Post added at 11:39 ---------- Previous post was at 11:35 ----------
Quote:
Originally Posted by lostandconfused
the q buster system is automatic so you dont really have to chase people up, as said before it only becomes active when the abandonment rate is high, and it hasnt been that high for a while now, basically it gives the option to call you back and keep your place in the queue, if you dont answer or are engaged it will try again in 10 minutes if again there is no answer or still engaged it wont try again, it can be useful as you dont have to sit with a phone to your ear especially if the call queues are high but it is more expensive that someone waiting in a queue as is normally the case
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Is this " q buster " system able to be overided if there are not enough csa in the call centre?
IE; if there are not enough staff it can be " deactivated "
