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| Thread ID: 107259 | 2010-02-10 06:15:00 | long time on hold | robsonde (120) | PC World Chat |
| Post ID | Timestamp | Content | User | ||
| 856885 | 2010-02-10 06:15:00 | when you ring the help desk how long is too long to be on hold? i think we would all like the phone to be answered on the first ring but that not really going to happen... is 5 minutes on hold OK? how about 15 minutes? or 30 minutes? and what's the longest you have ever been on hold? (I ask this as my hold time hits 45 minutes and still going...) |
robsonde (120) | ||
| 856886 | 2010-02-10 06:20:00 | I dont. I'll send them a nasty email instead :p Like I did last week, when I told them Xnet's speeds were crap | Speedy Gonzales (78) | ||
| 856887 | 2010-02-10 06:23:00 | LOL I so remember those moments............ i beleive when i rang teleco i was on hold for about 45 mins, and i gave up ...... (bathroom stops just arnt good on the phone) and then i rang back, 25 mins later.........i was still waiting. the 3rd time i was a grumpy customer, and after about 10 mins i had a real person on the other end........ but they couldnt help me......:angry and in the last 4 weeks i have made daily phone calls or even gone in person to see a person who is helping find out information for me......... and i have not managed to talk to him yet???? at least its not vital, but how many messages do ya need to leave for 1 simple call back to happen???? :stare: beetle:rolleyes: |
beetle (243) | ||
| 856888 | 2010-02-10 06:23:00 | If you are calling StudyLink (for student loans or allowance) you can expect to wait easily over 30 mins. (Will get even worse in the coming days.) It used to be even worse before they had the online applications system. An hour was normal. And there's no one you can actually go and see who are any help. If you went in to an officer they said please call the 0800 number. Telecom in December was 37 mins. None of that is acceptable, if someone provides the service they should have enough staff to cover it all. (Obviously - exceptions for major issues) |
Cato (6936) | ||
| 856889 | 2010-02-10 06:32:00 | well they answered the phone in exactly 1 hour. and took less than 60 seconds to fix the problem. |
robsonde (120) | ||
| 856890 | 2010-02-10 06:45:00 | and were you polite???? :p how on earth did you manage to sit there waiting that long? speaker phone? sigh......... :stare: beetle |
beetle (243) | ||
| 856891 | 2010-02-10 07:16:00 | put hand set down and wait for the mickey mouse noises to emanate from it then pick it back up | gary67 (56) | ||
| 856892 | 2010-02-10 07:27:00 | and were you polite???? :p how on earth did you manage to sit there waiting that long? speaker phone? sigh......... :stare: beetle yep, speaker phone, I made and ate dinner while on hold. I am always police to the people who answer the phone, I have been on that end of the line myself and the hold time is not there fault. the problem: I would have thought that a 5 minute average in peek times would be good. you have call stats going back years, you have a good idea of how many call you will get in any shift. then if you get four times as many calls as expected for that shift you get a hold time of about 20 minutes (still not that bad). what ISPs and phone companies do: they have as few staff on a shift as they can get away with. they have you by the balls (contract) and they have your money up front. they can offer crap hold time and there is little you can do. yes, you can change providers, but you cant do that right then and there... if we compare this to ordering pizza: you get a hold time of less than 5 minutes, even in peek times. this is because you are not locked in to a contract. if they keep you on hold for more then 5 minutes then they know there is a 60% chance you will hang up and ring the other pizza shop down the road. disclaimer: this is just my thoughts on the issue, and maybe just the ramblings of a fool. |
robsonde (120) | ||
| 856893 | 2010-02-10 07:42:00 | Make Pizza H** your next choice for ISP of the year!!!:D | KarameaDave (15222) | ||
| 856894 | 2010-02-10 07:45:00 | Make Pizza H** your next choice for ISP of the year!!!:D review of pizza hutt as ISP: technical skills 2 out of 10 speed of data connection 0 out of 10. help desk service 2 out of 10 responce time on phones 10 out of 10. |
robsonde (120) | ||
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