SOLVED- Vodafone - 1 hour plus wait and still no answer on call centre-.

Forums › One New Zealand (including Vodafone, WxC, Farmside) › SOLVED- Vodafone - 1 hour plus wait and still no answer on call centre-.

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#1254311 9-Mar-2015 19:38

richms:
networkn:
richms: You would think that things like that would be on some form of knowledge base online so you dont have to bother their staff and waste a crapload of your time.

Haha what are the chances that someone would use it even if it existed? Search function on these forums, one of the largest groupings of geeks in NZ isn't widely used here, why would it be used by end users of an ISP?

Its time they start billing for support calls that could be resolved by the knowledge base. Must cost a fortune answering all those dumb peoples questions about their phones.

Remember they did charge $1 and everybody complained.

mattbush

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#1254531 10-Mar-2015 10:16

sbiddle:
richms:
networkn:
richms: You would think that things like that would be on some form of knowledge base online so you dont have to bother their staff and waste a crapload of your time.

Haha what are the chances that someone would use it even if it existed? Search function on these forums, one of the largest groupings of geeks in NZ isn't widely used here, why would it be used by end users of an ISP?

Its time they start billing for support calls that could be resolved by the knowledge base. Must cost a fortune answering all those dumb peoples questions about their phones.

Remember they did charge $1 and everybody complained.

They do charge for support...jeez

Apsattv

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#1254863 10-Mar-2015 18:46

A refund of 40 cents for every minute you have to wait for on hold would be more approppriate

networkn

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#1254932 10-Mar-2015 20:50

Apsattv: A refund of 40 cents for every minute you have to wait for on hold would be more approppriate

Seems pretty one sided? Do you attend to every single customers responses instantly and resolve them immediately?

Apsattv

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#1254944 10-Mar-2015 21:06

I'm talking about the 40 minute wait before you actually speak to anyone. Not the actual support given.

networkn

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#1254947 10-Mar-2015 21:17

Apsattv: I'm talking about the 40 minute wait before you actually speak to anyone. Not the actual support given.

Right, but do any of your customers ever have to wait 40 minutes for you to do whatever it is for them? Would you want them making a claim of 40c a minute?

Just playing devils advocate.

quickymart

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#1254974 10-Mar-2015 22:18

I should also point out the call physically doesn't cost you anything as it's an 0800/0508 number.

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graemeh

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#1256277 11-Mar-2015 13:03

quickymart: I should also point out the call physically doesn't cost you anything as it's an 0800/0508 number.

That is only if you don't value your time. I quite like the idea of getting a credit for each minute on hold.

networkn

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#1256278 11-Mar-2015 13:05

graemeh:
quickymart: I should also point out the call physically doesn't cost you anything as it's an 0800/0508 number.

That is only if you don't value your time. I quite like the idea of getting a credit for each minute on hold.

So let me ask you this? What is a reasonable time for an ISP this size to have you on hold?

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#1256279 11-Mar-2015 13:06

networkn: What is a reasonable time for an ISP this size to have you on hold?

5-10 minutes max.

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Batwing

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#1256286 11-Mar-2015 13:11

I'd say no longer than a half hour lunch break is a reasonable time to be on hold - a reasonable amount of time for a customer to set aside for a phone call. My last two workplaces had expected answer times of 20 seconds or we weren't meeting kpi. Why cut some slack just because they're a big player.

Talkiet

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#1256304 11-Mar-2015 13:35

Many years ago (before I started working in the industry), Xtra had a section on their homepage which showed the current number of support calls in the queue. I wrote something to wget the page and used perl to extract the queue size every 5 minutes and graphed that.

It was fascinating - you could see the shifts change clearly and you could see when a problem started to happen before it was ever admitted publicly (and I suspect at the time it was as good or better than the internal systems to recognise an upswing in calls).

It was a shame when that got taken away - it was very interesting.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

graemeh

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#1256474 11-Mar-2015 17:09

networkn:
graemeh:
quickymart: I should also point out the call physically doesn't cost you anything as it's an 0800/0508 number.

That is only if you don't value your time. I quite like the idea of getting a credit for each minute on hold.

So let me ask you this? What is a reasonable time for an ISP this size to have you on hold?

Size of the ISP is irrelevant.

If I'm ringing someone I pay to provide a service I expect an answer within 30 seconds 95% of the time. I've said 95% to allow for times when there are major outages and large numbers of customers are calling.

Last week I rang 2 Degrees and after listing through their absurdly long IVR message I got to "press 0 to..." and the phone was answered within a few rings after I pressed 0.

The whole call lasted 8 minutes 47 seconds and that included the time at the start with the IVR along with the time for the CSR to identify the problem, fix it and issue a credit.

In August 2012 2 Degrees claimed they had over one million customers so it is definitely possible for companies with a large customer base to provide decent service.

Amosnz

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#1256530 11-Mar-2015 18:11

Talkiet: Many years ago (before I started working in the industry), Xtra had a section on their homepage which showed the current number of support calls in the queue. I wrote something to wget the page and used perl to extract the queue size every 5 minutes and graphed that.

It was fascinating - you could see the shifts change clearly and you could see when a problem started to happen before it was ever admitted publicly (and I suspect at the time it was as good or better than the internal systems to recognise an upswing in calls).

It was a shame when that got taken away - it was very interesting.

Cheers - N

Internode still publish theirs:

http://www.internode.on.net/contact/call_wait_times/

Speedtest

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#1256547 11-Mar-2015 18:49

graemeh: Size of the ISP is irrelevant.

+1 It should be.

If anything, the bigger ISPs should have more staff and better service, but the opposite appears to be true.
Smaller firms tend to give excellent service, until they are taken over by a bigger company, and then the rot sends in...

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