Call Centre wait times

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jeffory123

34 posts

Geek

ID Verified

#1052657 25-May-2014 09:57

My experience is the exact opposite. On telecom the longest I ever waited was 1-2 minutes at peak times. At vodafone the last time I rang was a 40 minute wait before someone picked up. To not have callback on a landline is completely unacceptable. I do not use a mobile.

Coil

6614 posts

Uber Geek
Inactive user

#1052680 25-May-2014 10:12

jeffory123: My experience is the exact opposite. On telecom the longest I ever waited was 1-2 minutes at peak times. At vodafone the last time I rang was a 40 minute wait before someone picked up. To not have callback on a landline is completely unacceptable. I do not use a mobile.

It doesnt run off of a landline due to technical reasons. Mainly transport of caller ID over an IVR isnt always accurate. It shouldnt be deemed unacceptable due to you not having a mobile. How do you speak with us if your landline faults?

The fix for the landline call backs would be the IVR asks what number you want to be called back on. Also it would be good if it asks what time you want to get a call.

lxsw20

3555 posts

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Subscriber

#1052684 25-May-2014 10:17

TimA:
DjShadow: How come the call-back service is not offered on Landline calls?

Caller ID isnt accurate.

So do what the Telecom broadband one does and ask to key in a call back number.

Coil

6614 posts

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Inactive user

#1052687 25-May-2014 10:19

lxsw20:
TimA:
DjShadow: How come the call-back service is not offered on Landline calls?

Caller ID isnt accurate.

So do what the Telecom broadband one does and ask to key in a call back number.

I edited my post above and stated that before seeing this.

The call back system is in stage 1 of many stages. Stage 1 has proved its worthiness.
I would suggest features are to come.

NonprayingMantis

6434 posts

Uber Geek

#1052690 25-May-2014 10:30

jeffory123: My experience is the exact opposite. On telecom the longest I ever waited was 1-2 minutes at peak times. At vodafone the last time I rang was a 40 minute wait before someone picked up. To not have callback on a landline is completely unacceptable. I do not use a mobile.

you don't use a mobile????

johnr

19282 posts

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Inactive user

#1052691 25-May-2014 10:31

jeffory123: My experience is the exact opposite. On telecom the longest I ever waited was 1-2 minutes at peak times. At vodafone the last time I rang was a 40 minute wait before someone picked up. To not have callback on a landline is completely unacceptable. I do not use a mobile.

Really lucky you I had to call to help out a friend few weeks back and I waited 25+ minutes

quickymart

13969 posts

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#1052694 25-May-2014 10:40

Just out of interest, are the various parts the company are made up of still having their own call centres, or are they all under one centre? ie, when I worked there, the Paradise/Clear/Saturn elements were combined into one massive faults centre.

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Demeter

709 posts

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Trusted

One NZ

#1053255 26-May-2014 08:22

There are still separate call centres for different business areas. We'll integrate everything eventually, but it pays to keep in mind that these things take time and affect jobs.

I honestly don't know what more we can say on the subject that hasn't already been discussed in this 6 page thread.

Jaxar

383 posts

Ultimate Geek

#1053257 26-May-2014 08:25

quickymart: Just out of interest, are the various parts the company are made up of still having their own call centres, or are they all under one centre? ie, when I worked there, the Paradise/Clear/Saturn elements were combined into one massive faults centre.

There is cross skilling going on in various departments. I do business fixed line provisioning for what was ihug but have recently been learning/doing some of the basic stuff for what was TCL.

I know some people in front line rolls also learning other systems.

Please note: I have a professional bias towards Vodafone.

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