On-hold for over 20 minutes

Forums › One New Zealand (including Vodafone, WxC, Farmside) › On-hold for over 20 minutes

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hio77

'That VDSL Cat'
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#1151582 10-Oct-2014 21:47

quickymart: When I worked at TCL Faults they doubled their staff (but not the price) however they still couldn't meet the demand. Telstra Saturn (from memory) used to aim to abandon 20% of their incoming calls.

i dont think i have drank enough to read that just yet..

i hope they have changed that by this point....

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Handle9

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#1151583 10-Oct-2014 21:49

KiwiNZ:
Handle9:
KiwiNZ:
Handle9:
KiwiNZ: Telcos could quadruple their Contact Center staff levels, are you prepared to pay quadruple the price?

Yep if that was how cost allocation worked in the real world. Support costs are not 100% of the cost of the product so why would the cost quadruple? You are being obtuse.

No need to be insulting

I am sorry if you feel insulted. Can you please explain why the price would quadruple?

Dear god it was not supposed to be a literal calculation of the cost/price correlation. It was to example that cost would definitely increase if staff levels were set to meet peaks as opposed to average queue numbers and wait times. Those cost increases would have to be passed on, thus the question regarding preparedness to pay more

That's a fair question, and there are plenty of telcos who charge more than Vodafone for, arguably, a better level of service. Your original post came across as extremely condescending, hence my comment.

Edit: Too, many, commas. And a typo.

johnr

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#1151592 10-Oct-2014 22:10

pseudogeek2009: Hi,

Do Vodafone always put their potential customer on-hold for over 20 minutes? I phoned at 7.40pm today so it is near cut-off hour but at least if Vodafone don't want to take the call, at least say so instead of wasting my time.

Paul

What is cut off hour? Call back feature when calling from a mobile has been in place for quite a while

kiwikiwi

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#1151594 10-Oct-2014 22:11

hio77:
quickymart: When I worked at TCL Faults they doubled their staff (but not the price) however they still couldn't meet the demand. Telstra Saturn (from memory) used to aim to abandon 20% of their incoming calls.

i dont think i have drank enough to read that just yet..

i hope they have changed that by this point....

if not me and you both need to drink a lot more

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

HTTP 404 Sarcasm not found.

Aredwood

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#1151619 10-Oct-2014 22:53

Sign up to bigpipe. Then you will never be on hold as they don't offer phone support. You email them [or ask on GZ] if you need support.

Jase2985

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#1151684 11-Oct-2014 07:27

pseudogeek2009: Hi,

Do Vodafone always put their potential customer on-hold for over 20 minutes? I phoned at 7.40pm today so it is near cut-off hour but at least if Vodafone don't want to take the call, at least say so instead of wasting my time.

Paul

you call in the busy period you can expect to be on hold longer than normal

there could also be a major fault somewhere so they could be experiencing a higher than usual number of calls

many reasons for it

scuwp

3870 posts

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#1151690 11-Oct-2014 08:20

No different to any other primary provider IME. Call at peak times and you can expect a wait. Tried calling the IRD lately? VF have a good call-back option that I have used several times without any problems.

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

mattbush

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#1151707 11-Oct-2014 09:21

johnr:
pseudogeek2009: Hi,

Do Vodafone always put their potential customer on-hold for over 20 minutes? I phoned at 7.40pm today so it is near cut-off hour but at least if Vodafone don't want to take the call, at least say so instead of wasting my time.

Paul

What is cut off hour? Call back feature when calling from a mobile has been in place for quite a while

Last 2 calls the message says that the service is available..but doesn't say how to activate it???

I have called twice about my "free" router for the unlimited plan ..but it never shows up. CBF calling the call centre again!!!!

quickymart

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#1151714 11-Oct-2014 09:50

You could call them to complain about the speed not being guaranteed.

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