Call Centre wait times

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Call Centre wait times

shrub

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#146641 24-May-2014 16:37

Is there a mass shortage of call center staff? Friday afternoon i gave up after 35min today right now im still on hold 25min and about to give up again. Is there only 3 crappy songs to listen to? worst hold music ever. Can someone pm me its not a hard one.

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#1052362 24-May-2014 16:43

Call from a mobile and use the callback feature, You don't lose your place in the que and when at the front your mobile will ring 0800 438 448,

If it's not difficult then ask here on Geekzone or the Vodafone NZ community or can you do it online in ' My Account '

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DjShadow

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#1052373 24-May-2014 16:49

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

johnr

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#1052377 24-May-2014 16:55

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

Guessing but more chance of getting hold of the actual person that called

shrub

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#1052393 24-May-2014 17:25

How do i get the call back feature i have not been offered it yet im ex telstra customer and use 0508 888 800

johnr

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#1052418 24-May-2014 17:47

shrub: How do i get the call back feature i have not been offered it yet im ex telstra customer and use 0508 888 800

It's only offered today on the 0800 number posted above

scuwp

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#1052441 24-May-2014 18:36

Sometimes callback is offered but sometimes not IME. It does work very well however.

Lazy is such an ugly word, I prefer to call it selective participation

Coil

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#1052442 24-May-2014 18:36

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

Caller ID isnt accurate.

DjShadow

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#1052447 24-May-2014 18:52

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

Caller ID isnt accurate.

Really? We use it where I work and it runs perfectly fine off both Landline and Mobile Caller ID's (using Zeacom)

Coil

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#1052452 24-May-2014 19:01

scuwp: Sometimes callback is offered but sometimes not IME. It does work very well however.

It will only trigger if the wait is more than x minutes

gregmcc

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#1052454 24-May-2014 19:03

The call back feature seem like a bit of stopgap measure, it's not really fixing the problem, it's just delaying dealing with it.

When I have to ring I'm ready at that point in time to make any changes/checks at my end, I'm in front of my PC. with the callback I most likely will not be infront of my PC.

I think that actually been able to talk to a CSR in a timely manor is what counts.

Coil

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#1052455 24-May-2014 19:03

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

Caller ID isnt accurate.

Really? We use it where I work and it runs perfectly fine off both Landline and Mobile Caller ID's (using Zeacom)

If its withheld or alike it usually shows the exchange phone number, If its a transfer it will show the number from the switch board, If they call from work usually it will get another IVR. Mobiles are the easiest.

gregmcc: The call back feature seem like a bit of stopgap measure, it's not really fixing the problem, it's just delaying dealing with it.

When I have to ring I'm ready at that point in time to make any changes/checks at my end, I'm in front of my PC. with the callback I most likely will not be infront of my PC.

I think that actually been able to talk to a CSR in a timely manor is what counts.

We introduced 35 staff or there abouts 2 weeks ago.
From 11AM-4PM there is a wait under 10 minutes if not none at all for technical assistance.
If you call at a peak time expect a wait. Given every man and his dog are calling. If you call during billing week expect a wait when trying to speak with customer care.

shrub

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#1052459 24-May-2014 19:13

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

Caller ID isnt accurate.

Really? We use it where I work and it runs perfectly fine off both Landline and Mobile Caller ID's (using Zeacom)

If its withheld or alike it usually shows the exchange phone number, If its a transfer it will show the number from the switch board, If they call from work usually it will get another IVR. Mobiles are the easiest.

gregmcc: The call back feature seem like a bit of stopgap measure, it's not really fixing the problem, it's just delaying dealing with it.

When I have to ring I'm ready at that point in time to make any changes/checks at my end, I'm in front of my PC. with the callback I most likely will not be infront of my PC.

I think that actually been able to talk to a CSR in a timely manor is what counts.

We introduced 35 staff or there abouts 2 weeks ago.
From 11AM-4PM there is a wait under 10 minutes if not none at all for technical assistance.
If you call at a peak time expect a wait. Given every man and his dog are calling. If you call during billing week expect a wait when trying to speak with customer care.

11-4pm is not when working people can call due to a thing called work. Why is there not more emphasis on 4-8pm? I know that business is important but when you have residential paying you $250+ every month id suggest you make those people a priority also.

Coil

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#1052463 24-May-2014 19:26

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

Caller ID isnt accurate.

Really? We use it where I work and it runs perfectly fine off both Landline and Mobile Caller ID's (using Zeacom)

If its withheld or alike it usually shows the exchange phone number, If its a transfer it will show the number from the switch board, If they call from work usually it will get another IVR. Mobiles are the easiest.

gregmcc: The call back feature seem like a bit of stopgap measure, it's not really fixing the problem, it's just delaying dealing with it.

When I have to ring I'm ready at that point in time to make any changes/checks at my end, I'm in front of my PC. with the callback I most likely will not be infront of my PC.

I think that actually been able to talk to a CSR in a timely manor is what counts.

We introduced 35 staff or there abouts 2 weeks ago.
From 11AM-4PM there is a wait under 10 minutes if not none at all for technical assistance.
If you call at a peak time expect a wait. Given every man and his dog are calling. If you call during billing week expect a wait when trying to speak with customer care.

11-4pm is not when working people can call due to a thing called work. Why is there not more emphasis on 4-8pm? I know that business is important but when you have residential paying you $250+ every month id suggest you make those people a priority also.

Most of our staff are on to 8PM. Its just lots of people call. The issues with our call volumes as they are repeat calls about the same thing or people calling us for everything (Unsupported issues).

quickymart

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#1052467 24-May-2014 19:43

Sounds like 2005, all over again...

scuwp

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#1052486 24-May-2014 20:18

Having just moved over from Telecom, I can honestly say that VF's service is far superior, and the staff much better to deal with IME.

Lazy is such an ugly word, I prefer to call it selective participation

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