[Snap] Snap's Call Centre

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Snap's Call Centre - Hold Music

zCelicaDude

171 posts

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#128770 22-Aug-2013 20:16

Hey Snap,

Please change your hold music, the same thing being repeated over and over and over.. and over? is beyond crazy!

Scotty

nickb800

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#883026 22-Aug-2013 20:26

There's 3 volumes of Natures Best available... really no excuse for looping tracks

Ragnor

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#883028 22-Aug-2013 20:34

Needs more Celine Dion

sidefx

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#883031 22-Aug-2013 20:38

Needs more cowbell

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cyril7

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#883036 22-Aug-2013 20:50

Silence is golden.

Cyril

Regs

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Snowflake

#883050 22-Aug-2013 21:31

zCelicaDude: Hey Snap,

Please change your hold music, the same thing being repeated over and over and over.. and over? is beyond crazy!

Scotty

so the first thing you go to is "change your music" rather than "answer faster"? :P

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coffeebaron

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#883056 22-Aug-2013 21:46

Hmmm...
http://www.geekzone.co.nz/forums.asp?forumid=90&topicid=127305

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ubergeeknz

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Vocus

#883058 22-Aug-2013 21:47

One thing I know from years in the contact centre industry... complaints about hold music mean one thing, and it's not about the music ;)

1080p

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#883060 22-Aug-2013 21:51

Personally, I think you can never go wrong with a track like Sandstorm.

zCelicaDude

171 posts

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+1 received by user: 5

#883062 22-Aug-2013 21:52

Each time I've called ( 4pm, 7pm x2) have been 25 min - 35 min waiting on the phone,

I guess if the hold time wasn't so long, the music wouldn't matter :P

- If the long hold times will continue, fix the music! :)

mattwnz

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#883100 22-Aug-2013 23:34

Why don't they just have a callback system. More than 10 minutes on hold is too long really. It is rare that I would wait for more than 10 minutes these days, even to banks.

surfisup1000

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#883112 23-Aug-2013 01:39

zCelicaDude: Each time I've called ( 4pm, 7pm x2) have been 25 min - 35 min waiting on the phone,

When I first connected to snap there were big problems meaning I had to ring them quite a few times in that first week. A couple of times they answered right away but a few times I did wait around 20-25 minutes. I'd say the average wait time over that week would have been around 10-15 minutes.

The worst offender however is the IRD. A few years back, you might wait 30 or 40 minutes to get hold of them in busy times. Then, they introduced the callback system which was OK.

But, last year, waiting times were horrendous.

And, this year, is the worst. After navigating through their phone menu system for 2-3 minutes, then waiting on hold for another few minutes, they play an announcement that they are too busy to take the call and to retry later, and disconnect.

This is inexcusable in my opinion as they have the power to throw you in jail or charge significant penalties if you stuff up your taxes -- so it is vital they answer taxpayer questions.

Anyway, this is about snap but it did make me think about recent experiences with IRD.

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RalphFromSnap

776 posts

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Snap Internet

#883215 23-Aug-2013 09:51

Hi guys

Thanks for your feedback - always appreciated and we absolutely know we need to improve our recent call wait times.

We're just had some new staff start in the last few weeks on the helpdesk, which means our wait times have improved (no really, they have) a little over the last few months. As these new staff get up to speed the times should improve again.

The last 2 weeks haven't been helped by our e-mail issues either, so now that that is pretty much resolved call volumes should settle back down again.

Lastly, we have just agreed to pull forward our next round of helpdesk recruiting so that we can really focus on delivering the type of service that we aspire to, and are (usually) known for. This does take a little bit of time but we are absolutely committed to getting our helpdesk performance back to where it was 6 months ago.

Cheers
Ralph

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maverick

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WorldxChange

#883270 23-Aug-2013 11:27

Ragnor: Needs more Celine Dion

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gjm

810 posts

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+1 received by user: 122

#883276 23-Aug-2013 11:41

RalphFromSnap: Hi guys

Thanks for your feedback - always appreciated and we absolutely know we need to improve our recent call wait times.

We're just had some new staff start in the last few weeks on the helpdesk, which means our wait times have improved (no really, they have) a little over the last few months. As these new staff get up to speed the times should improve again.

The last 2 weeks haven't been helped by our e-mail issues either, so now that that is pretty much resolved call volumes should settle back down again.

Lastly, we have just agreed to pull forward our next round of helpdesk recruiting so that we can really focus on delivering the type of service that we aspire to, and are (usually) known for. This does take a little bit of time but we are absolutely committed to getting our helpdesk performance back to where it was 6 months ago.

Cheers
Ralph

Thats good to hear Ralph. Snap gets a lot of mileage out of its good reputation and I'd hate for it to go the way of previous ISP's who used to have this but then the $ signs got in the way of service and they went downhill from there. Keep your service levels up, your product offerings relevant and your price structures reasonable and you'll keep being the best ISP in NZ.

And +1 for the hold music change...

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richms

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#883976 24-Aug-2013 18:05

The IRD callback system is useless because it will not call back mobiles. I hate dealing with IRD because they have limited hours, no 0800 so I am paying for their slackness and they keep passing me around, so please snap, do not do anything like the IRD callback system!

And dont you dare put natures worst on it. If I call up and hear dave dobbin I will have to reconsider recommending you to people.

Richard rich.ms