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Another nice system is for you to 'queue jump' when you call back after a certain time. E.g. if you call before 10am at a busy time, you have the option to call
by beejiu 11y ago
Another nice system is for you to 'queue jump' when you call back after a certain time. E.g. if you call before 10am at a busy time, you have the option to call back after 12pm and you will be guaranteed a direct connection to an operator.
- pervycreeper 11y agoNice for the caller, yes.
- odonnellryan 11y agoI got started working in an IT call center: I can guarantee you, it's nice for everyone! First: we were ABSOLUTELY required to keep the calls flowing. Did not matter how many we got: if a call went above 5 minutes in queue...which did happen with our volume to tech ratio...we all were berated: I'd go as far as saying verbally abused at times (think: directors literally stomping their feet on the floor and screaming at you.) Second: no one likes to wait on the phone. It's annoying. They want their problem fixed. If they have to wait on the phone they'll just be more angry by the time they speak to a tech. Third: you're still handling the same number of calls, most likely. Sometimes even less! We'd have people call and abandon constantly, so that'd drive up our numbers and make us look really bad (they didn't want users abandoning.)