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  Reply # 1652794 18-Oct-2016 12:28
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richms: Outgoing calls van skew the performance stats. Take another call and they are performing better.

 

 

 

Unless 'performing' means "dealing with your customers and their issues properly" of course...!






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  Reply # 1652800 18-Oct-2016 12:33
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No it means how many calls they answer and log as complete.

Customer hung up is complete. Take another call and then get that complete as fast as possible. That is why they use bs like take the sim card out for 30 mins and try again.




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  Reply # 1652806 18-Oct-2016 12:40
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Geektastic:

Mobile phone company CSR's who get cut off and then do not call you back, despite quite obviously having your phone number....!!



Not necessarily the CSR's fault. They may not be allowed to go off queue to phone out.




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

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1652841 18-Oct-2016 13:20
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MikeB4:
Geektastic:

Mobile phone company CSR's who get cut off and then do not call you back, despite quite obviously having your phone number....!!



Not necessarily the CSR's fault. They may not be allowed to go off queue to phone out.


Possibly; idiot rules are found in most workplaces IME!





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  Reply # 1652850 18-Oct-2016 13:36
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Geektastic: Possibly; idiot rules are found in most workplaces IME!

 

I had a good laugh the other day; the chief executive announced a project to reduce the number of policies by an order of magnitude, as many of them are outdated or simply common sense. Twenty minutes later she's talking about introducing a new policy for something else...


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  Reply # 1652863 18-Oct-2016 14:00
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Geektastic:

 


Possibly; idiot rules are found in most workplaces IME!

 

 

 

It's a fine line balancing call waiting times, talk time and call backs. Each one of those categories will produce complaints. Every contact center manager would love enough staff to cover all those without any delays but unfortunately customers are not prepared to pay for it.





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

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1652932 18-Oct-2016 14:45
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Bought a physical game so the steam refund policy isnt any use to me. Crappy mafia 3. At least I have the soundtracks on vinyl tho.





Richard rich.ms

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  Reply # 1652966 18-Oct-2016 15:24
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MikeB4:

 

 

 

It's a fine line balancing call waiting times, talk time and call backs. Each one of those categories will produce complaints. Every contact center manager would love enough staff to cover all those without any delays but unfortunately customers are not prepared to pay for it.

 

 

 

 

I can't ever recall being asked - per se.


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  Reply # 1652969 18-Oct-2016 15:26
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Maybe not, but a lot of the time, when given options, people will pick the cheapest. Granted not everyone does, but it happens a lot.


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  Reply # 1653007 18-Oct-2016 15:41
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Behodar:

 

Maybe not, but a lot of the time, when given options, people will pick the cheapest. Granted not everyone does, but it happens a lot.

 

 

 

 

They do so - pick the cheapest - with expectation that the level of service offered will adequately meet their requirements.

 

If the companies had to make public the statistics they'll have on average wait times, resolution rates etc, then I'm confident that there'd be a dramatic overnight change.


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  Reply # 1653015 18-Oct-2016 15:44
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When I am shopping for things on aliexpress or similar I rarely choose the cheapest one. I will pick a seller that seems to specilize in that sort of item rather than selling LED lamps, housewares, sex toys, and aquarium decorations all under the one store with most of their listing detailing their terms and some barely decipherable copy and paste crap about the thing itself.

 

Yet I have a friend who will just sort by price and go for the cheapest one. Feedback doesnt matter, description doesnt matter.

 

Guess who has the most problems with sellers on there?





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  Reply # 1653022 18-Oct-2016 15:55
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Fred99:

 

MikeB4:

 

 

 

It's a fine line balancing call waiting times, talk time and call backs. Each one of those categories will produce complaints. Every contact center manager would love enough staff to cover all those without any delays but unfortunately customers are not prepared to pay for it.

 

 

 

 

I can't ever recall being asked - per se.

 

 

 

 

Most folks want the service levels to improve and their bills to go down, constantly.





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

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1653025 18-Oct-2016 15:59
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MikeB4:

 

Fred99:

 

MikeB4:

 

 

 

It's a fine line balancing call waiting times, talk time and call backs. Each one of those categories will produce complaints. Every contact center manager would love enough staff to cover all those without any delays but unfortunately customers are not prepared to pay for it.

 

 

 

 

I can't ever recall being asked - per se.

 

 

 

 

Most folks want the service levels to improve and their bills to go down, constantly.

 

 

 

 

Of course they do - and that's exactly what improved efficiency and competition has been providing them with, hasn't it?


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  Reply # 1653046 18-Oct-2016 16:17
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Fred99:

 

 

 

 

 

Of course they do - and that's exactly what improved efficiency and competition has been providing them with, hasn't it?

 

 

 

 

No





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

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1653050 18-Oct-2016 16:21
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Fred99:

 

MikeB4:

 

Fred99:

 

MikeB4:

 

 

 

It's a fine line balancing call waiting times, talk time and call backs. Each one of those categories will produce complaints. Every contact center manager would love enough staff to cover all those without any delays but unfortunately customers are not prepared to pay for it.

 

 

 

 

I can't ever recall being asked - per se.

 

 

 

 

Most folks want the service levels to improve and their bills to go down, constantly.

 

 

 

 

Of course they do - and that's exactly what improved efficiency and competition has been providing them with, hasn't it?

 

 

 

 

It is certainly what it SHOULD be providing them with!






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