[Snap] Long phone wait times....

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Long phone wait times....

surfisup1000

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#116064 17-Apr-2013 10:51

Snap, can you introduce a phone 'call-back' system?

I'm still on hold for 13 minutes now ... yesterday was nearly 15 minutes....thats 30 minutes gone from my free calling minutes.

xpd

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#800803 17-Apr-2013 10:58

Your free calling minutes count against 0800 as well ? 0800 276 232

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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myfullflavour

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#800804 17-Apr-2013 11:00

I was going to say the same thing..

surfisup1000

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#800806 17-Apr-2013 11:01

On hold 23 minutes now -- cellphone minutes gone.....

Hanging up :(

surfisup1000

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#800807 17-Apr-2013 11:02

myfullflavour: I was going to say the same thing..

He he, good point, I just had the number programmed into my phone ... of course, it's 0800 :)

But, a call back system would be nice.

johnr

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#800819 17-Apr-2013 11:13

xpd: Your free calling minutes count against 0800 as well ? 0800 276 232

Really?

vexxxboy

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#800821 17-Apr-2013 11:14

i was going to make a topic on this , when you used to call Snap you were nearly always answered by a person and the most you had to wait was a minute or 2, now my last 3 calls have been 11, 14 and 17 minutes before you get through. I suppose its the result of becoming popular but it's not going to result in being voted best isp again

Common sense is not as common as you think.

johnr

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#800827 17-Apr-2013 11:22

vexxxboy: i was going to make a topic on this , when you used to call Snap you were nearly always answered by a person and the most you had to wait was a minute or 2, now my last 3 calls have been 11, 14 and 17 minutes before you get through. I suppose its the result of becoming popular but it's not going to result in being voted best isp again

This is what happens when a business grows it's customer base

xpd

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#800830 17-Apr-2013 11:23

johnr:
xpd: Your free calling minutes count against 0800 as well ? 0800 276 232

Really?

I was asking, not stating :)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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myfullflavour

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#800833 17-Apr-2013 11:24

johnr: This is what happens when a business grows it's customer base

I see they were advertising for CSR jobs not long ago, I guess they are trying to keep up with the growth.

RalphFromSnap

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#800890 17-Apr-2013 12:27

Hi guys

Some things are worth the wait!!

Given our much higher than forecast growth, primarily off the back of strong UFB & VDSL demand, wait times during certain parts of the day are occasionally longer than we would like. We're now working hard to recruit a number of CSRs - but it does take some time finding suitably skilled staff. An option would be to outsource the call centre offshore but we find our customers really like to talk to people based in NZ ;)

Also remember that call centre is available 24/7 - unlike some others ;)

In terms of call back options, this is something we're looking at currently and we will hopefully be in a position to implement some changes soon.

Cheers
Ralph

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theEd

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#800963 17-Apr-2013 13:35

I have noticed a slight increase, so for anything non-urgent I just call out of normal hours.

Still nothing like the ~1hr normal wait for Slingshot though.