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Related to this, I've had to call an airline and get told the queue is too long and to try calling back later. I have no idea who thought that was a good idea t

• nordsieck 4y ago
  > Related to this, I've had to call an airline and get told the queue is too long and to try calling back later. I have no idea who thought that was a good idea to implement because the queue will always be super long. It's 100% internal metrics. When I was in the military, there was some metric that the clinic was graded on - I think it was number of days between when an appointment was made and when the visit happened. So the clinics just didn't allow unimportant people to make appointments more than 2 weeks out.
• ljm 4y ago
  I’m happy enough if they just straight up say you’ll be waiting a while, and to press a button to get a call back when you reach the top of the queue. Can get on with life until they ring you back then.
• hiidrew 4y ago
  the best is when the queue is too long and they let you opt-in to being called back when it's your turn.
• jstarfish 4y ago
  > get told the queue is too long and to try calling back later. I have no idea who thought that was a good idea to implement because the queue will always be super long. A call deferred is a call denied. Convincing the customer to give up is one way to reduce workload. See also: automated systems that play a prerecorded message along the lines of "we're currently experiencing higher than normal call volume" regardless of how long wait times even are.