8 ms·

Call directing has been a practice for decades. Customers that bring in less revenue or are more likely to be a problem that consumes agent time and refund budg

Call directing has been a practice for decades. Customers that bring in less revenue or are more likely to be a problem that consumes agent time and refund budgets get de-prioritized.

jazzyjackson 3y ago
I had no idea, I've just been living my life thinking the world is just and we all wait in the same line. Thinking back on it, when I heard "calls are answered in the order they are received" I never asked myself "what other order would they be answered in" xD :'<
- lotsofpulp 3y ago
  > I had no idea, I've just been living my life thinking the world is just and we all wait in the same line. The lines were not obvious, or there were simply fewer segmentations, when I was a kid. Now, you see it at the airport with 3 different levels (regular TSA/precheck/clear), based on how much you pay. You see it at theme parks like Disney world / six flags, and even there, there are multiple levels of priority you can buy. And I went to my county fair for the first time this year, and I was somehow surprised that you could pay more for skipping ahead on simple carnival rides, even for toddlers.
  - tough 3y ago
    The hyperfinancialization and commoditization of everything is what gets you
    - hn_version_0023 3y ago
      No. The despair is what gets you. It only gets you once you realize there are like a dozen people in the world who are legitimately *free*. The rest of us toil to make them happy. This unjust system should be razed to the ground.
      - tough 3y ago
        Being free sits more on the mind than the physical world. It is a state of mind, a man can be free on a jail. I'd recommend a read to Marcus Aurelius Meditations if you fancy that kinda thing. Maybe the 8 billionaires you've in mind are less free in their day to day to do whatever the fuck they want than the billions of poor people that barely gets by and survives. how many rich man have you met which aren't happy?
        johnnyworker 3y ago
        > It is a state of mind, a man can be free on a jail. And the dozens of people who own most of the wealth in the world can still pretend they're filthy rich after they have been taxed to hell and back. What is the problem? "Hicks, how come you're not working." / "There's nothing to do." / "Well, you pretend like you're working." / "Well, why don't you pretend I'm working? Yeah, you get paid more than me, you fantasize. Pretend I'm mopping. Knock yourself out. I'll pretend they're buying stuff; we can close up. I'm the boss now, you're fired. How's that?" -- Bill Hicks > how many rich man have you met which aren't happy? So? Tell them it's just in the mind. How many people who are struggling, who are as happy over a 5€ discount like others would over a new car, do you know? Who will remember the tiniest of gifts and the smallest amount of help for years? Who do what they can to help others, even when nobody is helping them? Who complain so modestly, if at all? The idea that people people should just accept what isn't fate, but simply being exploited by other people, just so those other people can continue a lifestyle of sociopathy and addiction, is something I could not reject more.
        hn_version_0023 3y ago
        I've had some time to think about my response to this comment, and boy, what a range of emotion goes along with it! There's my disgust at your trivializing of incarceration. There's the eye-rolling disbelief at being told to read stoicism in response to the naked avarice of the wealthy. But what really galls me is this: > Maybe the 8 billionaires you've in mind are less free in their day to day to do whatever the fuck they want than the billions of poor people that barely gets by and survives. What? What nonsense did you just string together here? You're purporting that the people who have quite literally everything are the ones trapped by the system? So then they can change the fucking system, which is an ability they posses the rest of us do not. How many poor people have you met who are happy to be poor? Have you actually met and talked to any poor people?
  - AlotOfReading 3y ago
    The airport isn't a great example here. There are 3 lines because there are 2 different parties involved: the TSA, which has authority over the security checkpoint, and the airport/airlines, which have authority over the lines leading up to the checkpoint. The regular line is self explanatory. Precheck is solely run by the TSA, and they politely ask the airports to set up dedicated lines for precheck. Sometimes they do, sometimes they don't. Until passengers are in the checkpoint though (i.e. beyond the id check), the TSA has fairly limited authority. The airport is ultimately responsible for getting passengers to the security checkpoint, subject to some minor conditions by the TSA. Clear pays the airport/airlines a kickback from the subscriptions to let their agents manage the queues, which includes putting their subscribers in front of the other lines. One thing they can't do is give you special perks inside the checkpoint like precheck does. So, 3 lines because 2 different parties get revenue from one each.
    - rrrrrrrrrrrryan 3y ago
      By "manage the lines" do you mean ID verification, boarding pass check, etc? I assume all the biometrics for Clear aren't just to prove your the person who paid for Clear?
      - AlotOfReading 3y ago
        No, collecting biometrics at registration is required by the legal framework they operate in (a.k.a as a "Registered Traveler" program [0]). However, they could use other biometrics like fingerprints if they chose. [0] https://en.wikipedia.org/wiki/Registered_Traveler https://en.wikipedia.org/wiki/Registered_Traveler
    - lotsofpulp 3y ago
      I do not see how any of that is relevant. The point is, you pay more, you save life time. The government could have chosen to make it free so everyone can access these time saving measures, but our leaders did not, deeming it acceptable for further tranches of society to be publicly displayed.
      - 3y ago
  - deleted 3y ago
    [deleted]
flangola7 3y ago
Have never heard it in this mass data angle though.

Call directing has been a practice for decades. Customers that bring in less revenue or are more likely to be a problem that consumes agent time and refund budgets get de-prioritized.

jazzyjackson 3y ago

I had no idea, I've just been living my life thinking the world is just and we all wait in the same line. Thinking back on it, when I heard "calls are answered in the order they are received" I never asked myself "what other order would they be answered in" xD :'<

lotsofpulp 3y ago
> I had no idea, I've just been living my life thinking the world is just and we all wait in the same line. The lines were not obvious, or there were simply fewer segmentations, when I was a kid. Now, you see it at the airport with 3 different levels (regular TSA/precheck/clear), based on how much you pay. You see it at theme parks like Disney world / six flags, and even there, there are multiple levels of priority you can buy. And I went to my county fair for the first time this year, and I was somehow surprised that you could pay more for skipping ahead on simple carnival rides, even for toddlers.
- tough 3y ago
  The hyperfinancialization and commoditization of everything is what gets you
  - hn_version_0023 3y ago
    No. The despair is what gets you. It only gets you once you realize there are like a dozen people in the world who are legitimately *free*. The rest of us toil to make them happy. This unjust system should be razed to the ground.
    - tough 3y ago
      Being free sits more on the mind than the physical world. It is a state of mind, a man can be free on a jail. I'd recommend a read to Marcus Aurelius Meditations if you fancy that kinda thing. Maybe the 8 billionaires you've in mind are less free in their day to day to do whatever the fuck they want than the billions of poor people that barely gets by and survives. how many rich man have you met which aren't happy?
      - johnnyworker 3y ago
        > It is a state of mind, a man can be free on a jail. And the dozens of people who own most of the wealth in the world can still pretend they're filthy rich after they have been taxed to hell and back. What is the problem? "Hicks, how come you're not working." / "There's nothing to do." / "Well, you pretend like you're working." / "Well, why don't you pretend I'm working? Yeah, you get paid more than me, you fantasize. Pretend I'm mopping. Knock yourself out. I'll pretend they're buying stuff; we can close up. I'm the boss now, you're fired. How's that?" -- Bill Hicks > how many rich man have you met which aren't happy? So? Tell them it's just in the mind. How many people who are struggling, who are as happy over a 5€ discount like others would over a new car, do you know? Who will remember the tiniest of gifts and the smallest amount of help for years? Who do what they can to help others, even when nobody is helping them? Who complain so modestly, if at all? The idea that people people should just accept what isn't fate, but simply being exploited by other people, just so those other people can continue a lifestyle of sociopathy and addiction, is something I could not reject more.
      - hn_version_0023 3y ago
        I've had some time to think about my response to this comment, and boy, what a range of emotion goes along with it! There's my disgust at your trivializing of incarceration. There's the eye-rolling disbelief at being told to read stoicism in response to the naked avarice of the wealthy. But what really galls me is this: > Maybe the 8 billionaires you've in mind are less free in their day to day to do whatever the fuck they want than the billions of poor people that barely gets by and survives. What? What nonsense did you just string together here? You're purporting that the people who have quite literally everything are the ones trapped by the system? So then they can change the fucking system, which is an ability they posses the rest of us do not. How many poor people have you met who are happy to be poor? Have you actually met and talked to any poor people?
- AlotOfReading 3y ago
  The airport isn't a great example here. There are 3 lines because there are 2 different parties involved: the TSA, which has authority over the security checkpoint, and the airport/airlines, which have authority over the lines leading up to the checkpoint. The regular line is self explanatory. Precheck is solely run by the TSA, and they politely ask the airports to set up dedicated lines for precheck. Sometimes they do, sometimes they don't. Until passengers are in the checkpoint though (i.e. beyond the id check), the TSA has fairly limited authority. The airport is ultimately responsible for getting passengers to the security checkpoint, subject to some minor conditions by the TSA. Clear pays the airport/airlines a kickback from the subscriptions to let their agents manage the queues, which includes putting their subscribers in front of the other lines. One thing they can't do is give you special perks inside the checkpoint like precheck does. So, 3 lines because 2 different parties get revenue from one each.
  - rrrrrrrrrrrryan 3y ago
    By "manage the lines" do you mean ID verification, boarding pass check, etc? I assume all the biometrics for Clear aren't just to prove your the person who paid for Clear?
    - AlotOfReading 3y ago
      No, collecting biometrics at registration is required by the legal framework they operate in (a.k.a as a "Registered Traveler" program [0]). However, they could use other biometrics like fingerprints if they chose. [0] https://en.wikipedia.org/wiki/Registered_Traveler https://en.wikipedia.org/wiki/Registered_Traveler
  - lotsofpulp 3y ago
    I do not see how any of that is relevant. The point is, you pay more, you save life time. The government could have chosen to make it free so everyone can access these time saving measures, but our leaders did not, deeming it acceptable for further tranches of society to be publicly displayed.
    - 3y ago
- deleted 3y ago
  [deleted]

flangola7 3y ago

Have never heard it in this mass data angle though.