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'That VDSL Cat'
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  # 1033319 29-Apr-2014 18:31
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TimA:
mattbush:
Demeter: There are a lot of call centre changes underway (I'm referring to fixed line specifically, since they're right near me and I can see what's going on) to manage call volumes and ensure support levels are being stepped up. We know there are some shortcomings and the teams are working hard on implementing solutions, such as the IVR callback feature.


Nice to hear as the experience was extremely bad prior. You would also save a huge volume of calls by having someone keep up to date with web postings of known faults in a timely fashion.

Seems to be a lot of negativity around Vodafone of late so some needed improvements should help the image. 


As soon as a wide known fault is identified there is an automated message played to all callers. if its a chorus fault like 100 people affected no. Strange if someone has no broadband at all how they check the web one? BTW. most people just call anyway cause thats how most people work.


with the life of smart phones, i could see a web service help a bit. this is where i find it interesting that some companys are doing email support for 99% of their faults, (given the company in mind doesn't do phonelines, so it does make sense from that perspective.), to me this is a clear sign there is a fair amount of demand to be taken advantage of.

given this doesn't fix everything, phonecalls will still need to happen at some point. 


but there will always be a sizeable amount of people who will simply call up, even its just so they can get a moan out and be happy with it.




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1033425 29-Apr-2014 20:36
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I always use my smartphone to check for faults before I call.

The reason I call is in case its just me..and if I don't call it doesn't get fixed.  And..YES...I detest the 40 min  plus wait...its horrid and damn pointless.

 
 
 
 


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  # 1033843 30-Apr-2014 11:30
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Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!

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  # 1033900 30-Apr-2014 12:09
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Zigg: Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!


We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.




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  # 1033910 30-Apr-2014 12:16
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Zigg: Seriously change the music! So over Opshop and Bic Runga!


Oh that rings bells for me...  a couple of years back Telecom were having a bad run with broadband reliability (or something like that).  Over a 1-2 week period I got to learn the Dave Dobbyn CD they had on repeat.  Very well.  Wasn't a fan before.  Definitely wasn't a fan afterward.




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“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

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  # 1033957 30-Apr-2014 13:09
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Demeter: It's also useful to remember that there are many other ways of getting support than picking up the phone. If you have a tech support query, try http://community.vodafone.co.nz/ first before calling. We have Ninjas (including johnr) online most of the day to answer questions and offer advice. If you're after account balances or billing enquiries, check our self-help channel at  My Vodafone. We can also be contacted on Twitter and Facebook and even right here on Geekzone. :)

So many people call us when they really don't need to and inadvertently become part of the problem.


I always thought calling your experts after medieval Japanese assassins/spies for hire was an odd choice...!





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  # 1033963 30-Apr-2014 13:12
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Demeter:
Zigg: Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!


We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


A couple of companies I know play Radio New Zealand National, which is usually better (for me anyway!) than endless Dave/Bic/Opshop/Bo/etc as after a while they all sound the same and their citizenship is not enough of a reason to listen to them IMV. At least with the radio you get the news etc.





 
 
 
 


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  # 1033973 30-Apr-2014 13:28
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Demeter:
Zigg: Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!


We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


When I was managing a medium support unit we could never please the audience with our on hold music. We would average 700 calls per day and probably in Sats surveys 30-40% would moan about the music.
I decided to forget about it and concentrated on strategies to reduce call waiting times, I did have a very strict rule that know one was to be on hold for more than 2 minutes at a time.




Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

There is no planet B

 

 


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  # 1033984 30-Apr-2014 13:47
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Demeter:
Zigg: Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!


We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


I don't think anyone is criticising the choice of music, perhaps just the lack of variety.

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  # 1033985 30-Apr-2014 13:48
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Geektastic:
Demeter:
Zigg: Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!


We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


A couple of companies I know play Radio New Zealand National, which is usually better (for me anyway!) than endless Dave/Bic/Opshop/Bo/etc as after a while they all sound the same and their citizenship is not enough of a reason to listen to them IMV. At least with the radio you get the news etc.


Its hold music not a radio station.
I would like to play the rock TBH as our hold music..

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  # 1033993 30-Apr-2014 13:52
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Well in that hour I head the same Opshop & Bic Runga song twice!

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  # 1033995 30-Apr-2014 13:54
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Took about 25 minutes to get answered initially and then got great service.

 

Then was transferred to a 'technical team' and they didn't ever answer.

 

I had the phone on speaker phone waiting and then hung in there to get the 2 hour mark photo.

 

Sorted the issue myself in the end but the initial wait was annoying, but in line with all other ISP's I've dealt with previously.

 

Honestly though, once it's all set up you shouldn't have to be calling back that often.

 

 


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  # 1034002 30-Apr-2014 14:00
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Copyright laws. Companys have to pay to play you hold music. It is either a limited cheap selection or something not covered by copyright. Unless ofcourse you manage to get some sort of customer base that is willing to pay a small premium for variety in their hold music.
KiwiNZ is right imo. Focus on shorter hold times. Best solution for all and VF has said they are working on it.

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  # 1034004 30-Apr-2014 14:09
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Jaxson:  Took about 25 minutes to get answered initially and then got great service. Then was transferred to a 'technical team' and they didn't ever answer. I had the phone on speaker phone waiting and then hung in there to get the 2 hour mark photo. Sorted the issue myself in the end but the initial wait was annoying, but in line with all other ISP's I've dealt with previously. Honestly though, once it's all set up you shouldn't have to be calling back that often.


If you could fix it yourself why you ring in the first place?? What was the issue? Current longest wait is 49:51 so if you called through and were still waiting up until 2 hours considering the first wait and the time speaking to the other person realistically you would have spent 45 minutes at most to that person including the initial hold. So where does 1:15 come out of? Im not sure might have been a system issue.

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  # 1034005 30-Apr-2014 14:10
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Demeter: We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


If you trying to keep it Kiwi why do most of the telephone staff speak poor English?

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