Call centre wait times....

Turbo Thomas · Posted: Mon Aug 18, 2008 10:30 pm

This subject really got me boiling last year

http://www.railpage.com.au/f-t11333700-0-asc-s0.htm

Looks like things haven't change.

I have found a trick that works with some of them.
Select the "if you wish to become a new customer" option.
Guarantee you will get an answer very quickly.

xxxxlbear · Posted: Mon Aug 18, 2008 10:38 pm

Luckily, the most contact I have had recently has been with Westpac, and the surprising thing is, is that their help desk is open overnight-which is great for people like myself who are night owls, as when I ring at 3am with a general enquiry on my account, I iusually get through straight away [or wait no more than 1 or 2 minutes].

Gwiwer · Posted: Mon Aug 18, 2008 11:09 pm

On one unfortunate occasion when I have had no other realistic option but to call Optus I was placed on hold for times varying between 20 and 60 minutes. After the hour I abandoned on the first two occasions.

When the next bill arrived I then deducted an amount which I considered fair and reasonable for my time and expense in holding (as they assure me my call will be dealt with "soon") based upon my hourly rate of pay with suitable penalty rates for actually having to call after hours (i.e. from home).

When I eventually got a call from a Customer Service Adviser asking if I am having a problem paying the account I reply "No, not at all. But I am having difficulty in getting a reply from your department and the deduction is the value of my expenses involved."

"But Sir you cannot do that"

"I can, I already did, and as you clearly have no ability to respond to me as your customer in a reasonable period of time I likewise have no intention of meeting your demands in full either".

"Sir I shall have to refer your account to a supervisor"

"Please do"

..... call is mysteriously disconnected. The next bill also contains an equally mysterious "payment adjustment". A satisfactory result.

..........................................................................................................

There is no "good" time to try calling a call centre. But it might be worth knowing that many of them roster their second shift to start around 11am or thereabouts.

So with the early shift not yet at lunch and the new shift just started there might be an uncommonly high number of staff on duty around that time giving you abetter than even chance of getting through quickly.

It is always worth checking whether your target is open overnight and /or weekends. If you're not sure call the number and see if they answer.

Surprisingly few people even think that this might be the case. Monday mornings can be the worst time as everyone suddenly calls at once causing lengthy queues when they could have called at 9pm Sunday night and spoken to someone straight away.

My Annual Christmas Quiz is HERE
Ferroequinologist. BA Hons (Honourable Bachelor of Aquatarts

)
The wise yet mysterious Sir Gwiwer Greybeard

Bwana · Posted: Tue Aug 19, 2008 7:06 am

I've done 3 hours 5 minutes before giving up - This was to the Sherriff's office, looking to get out of jury duty (Had my uni graduation on the 3rd day of an estimated 6 month trial). Thing was, it started well - I spoke to receptionist straight away, who put me on this 3 hour wait. This wasn't with musak ind "your call is important to us, we will answer your call as soon as we can" either, this was listening to a ringing tone for 3 hours.

I rang back, and the same receptionist said "yes, they might already have a call to attend to". I said "what, for 3 hours?", she said "Possibly", before I heard the oh-so-familiar ringing tone again.

I gave up and got the train down to Sutherland Courthouse, saw the sherriff staff there, they took my details, played around on the computer for 2 minutes and I was done.

I am SO moving to Victoria Street!!

Check out my pics at http://bwana.fotopic.net

dasher · Posted: Tue Aug 19, 2008 8:27 am

Bwana, were you calling the Sheriff's Office at Sutherland? I find that amusing as Mrs Dash used to work at the courthouse there, and one of my best mates still does. So I know how "hard-working" the courthouse can be at times!

I didn't come here looking for trouble, I just came to do the RP shuffle... break it down...

Aaron · Posted: Tue Aug 19, 2008 10:10 am

Aaron · Posted: Tue Aug 19, 2008 10:29 am

Pressman · Posted: Tue Aug 19, 2008 12:28 pm

"3 Hours 5 Minutes" Shocked

Dayum where do you get your patience ?? Bottle it and sell it!!!!! Laughing

I heard a story once (somehow I doubt it's truth) that some guy rang Telstra and got placed on the merry-go-around for 20 minutes, when they finally replied, he said he was sorry but was in the middle of an important task and could they please wait!
He left them hanging for a further 20 minutes, and when he picked the phone up again they were still there waiting!! Shocked

His query was then sorted.
Sounds a little far fetched to me

I personally won't bother waiting long, 15 minutes max. My time is more important to me.
I did once hang on for Qantas (this was at least 10 years ago) for about 30 minutes on a Sunday evening around 6pm (must have been her meal break!) but that was only because I needed to arrange a flight for a friend at Alice Springs after a mutual friends death.
I am a member of Qantas's frequent flyer program and they have a different number to call, and I have never waited longer than 5 minutes even if I don't use points to book the flight.

Cheers,
Tony
On the road again, it's my yearly "paid holiday" time again! Very Happy

http://tony33.fotopic.net

Bwana · Posted: Tue Aug 19, 2008 1:44 pm

BH160159 · Posted: Tue Aug 19, 2008 2:25 pm

sas85 · Posted: Wed Aug 20, 2008 3:34 am

Citibank are awful, I have waited 45 minutes before giving up on speaking to someone. I wanted to close my credit card account with them, they tell me that I still owe $9.01 before I can close the account. Fair enough I say, end the call, transfer $9.02 to be a smart ar5e. Call back, only wait 20 minutes this time and get told that because I have the whole protection insurance thing that I need to pay for the 17 days used this month. Make another call, get told that payments via B-Pay take 2 days to process and to call back on xxxday. Call on said day, wait 30 odd minutes to be told that I now owe the monthly fee and interest as well as another 2 days of the damn insurance. I told her that was I refused to do so that my statements from my other bank and phone records indicate that I have taken every reasonable action to finalise the account and if the account isn't closed by the end of this phone call the matter will be referred to the South Australian Office of Business and Consumer Affairs.
The account of course, was closed, with a 'credit' added to the account to bring the outstanding amount to zero.

What gets me is the constant calls trying to get you back as a customer, it is the one time I have sworn at someone who is doing their job, after 2 calls on the mobile and politely saying no thanks, the call to the home phone was the final straw, 3 calls in one period from 3pm to 8pm in my book is harrassment

www.flickr.com/photos/shane5936

lunacyfringe · Posted: Sat Aug 30, 2008 2:12 am

Hello there,

I work in a call center that covers the whole of Australia, for 3 separate brands, currently we have 7 people taking calls...
On a Monday we get a sicky or two and we hit it hard, please remember when you call a call center, and you get stuck on hold for a while in a que there could be some more factors involved.

But you are right, Virgin Broadband = 58 minute waiting time on my mobile.

Sucks.

Pressman · Posted: Sat Aug 30, 2008 10:43 am

Deep Throat · Posted: Sat Aug 30, 2008 12:06 pm

Gwiwer · Posted: Sat Aug 30, 2008 12:51 pm

And whether or not they are actualy logged in to take calls as opposed to off chatting to their mates, having a coffee and / or smoke or just sitting in After Call mode .....

My Annual Christmas Quiz is HERE
Ferroequinologist. BA Hons (Honourable Bachelor of Aquatarts

)
The wise yet mysterious Sir Gwiwer Greybeard