14-11-2005, 19:09
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#1
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cf.mega poster
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ntl's IVR message
I've had to call ntl recently about a number of issues (not all negative) and literally every time I've called I get the recorded message saying "We are currently experiencing a high number of calls" while on hold.
I get this no matter what time of day I call. From my own experience, quiet times include mid-morning and mid-afternoon but even during these times the message is still there.
Does anyone know if it only kicks in during busy periods or do ntl just keep it on permanently?
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14-11-2005, 19:12
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#2
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Re: ntl's AVR message
I would imagine you get it when the number of calls queued exceeds the number of operators.
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14-11-2005, 19:13
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#3
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Re: ntl's AVR message
That's what I thought - but I get that each time I call regardless of the time of day.
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14-11-2005, 19:20
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#4
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Re: ntl's AVR message
Well with everyone ringing up to get the new speed  maybe they really are busy ..... other than that, I don't know.
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14-11-2005, 19:21
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#5
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Re: ntl's AVR message
When I used to work in one of the call centres these messages had to be put on manually. So technically it should be dependant on call volumes at the time.
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14-11-2005, 19:24
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#6
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Re: ntl's AVR message
Yep most IVR/ AVR are put on manually by someone in a command center who will be monitoring the traffic levels. If it is always on then NTL are either swamped or not operating with enough advisers online.
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14-11-2005, 19:26
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#7
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Guest
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Re: ntl's AVR message
Quote:
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Originally Posted by Russ D
That's what I thought - but I get that each time I call regardless of the time of day.
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We know its you Calling  You can guess the rest 
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14-11-2005, 20:52
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#8
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Re: ntl's AVR message
Russ you worked for ntl surely you know how it works?
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14-11-2005, 20:54
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#9
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cf.mega poster
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Re: ntl's AVR message
They've obviously changed their procedures more than once or twice in almost 3 years , but you already knew that....
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