I've kinda been slacking : comments.
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Re: Ah, joy... Helpdesk call routing.
Well, we haven't quite gone as far as the callback cockup yet - we don't promise call backs for that kind of thing. Though this continually amazes me; as we have 5 centres round the country, if we have system downtime, we're expected to ask customers to call back in a one hour slot depending where in the country we are. Hmm, nice theory to try and avoid call spikes - but seriously when has a customer EVER called back when requested?
I like the theory on laziness, and I believe this is the true answer, considering nobody in the business can see our stats right now - the monitoring software sees every agent logged in as being on an inbound call 100% of the day ;) Maybe this is their ploy to try and make us forget this!
Oh, and our busy periods are becoming incresingly less and less over the past week - whether is is because Resource are actually forecasting call volumes correctly or not, I don't know though I would doubt it. I think our customers are fed up of listening to Royksopp ;)
Re: Ah, joy... Helpdesk call routing.
And the T-Mobile hold music is truly atrocious. I was stuck listening to it for prolonged periods of time when I was trying to get in touch over my failed DD and your systems were down for about two days. Ho hum.
Re: Ah, joy... Helpdesk call routing.
Re: Ah, joy... Helpdesk call routing.
That's just whacky. I've only ever seen that happen on one helpdesk, and that was because it was a premium rate number. You had to get it doen within fifteen minutes, so if you needed to do research, you gave yourself a suitable time period (half an hour, an hour) and asked them to call back then.
And I thought that was cheeky enough, given that they were being charged for it. ;-)
Laziness is the main concern of management. They know that everybody else is lazy - because they themselves are. Only by continuosly trying to prove that others are lazy can they salve their filthy consciences. ;-)
Hold music is something we'd have loved at ICL though. I suggested that we put the chorus of Ozzy Osbournes' "I Don't Know" on repeat, until they took the hint. Or maybe Led Zep's "Communication Breakdown", so that they expect those magical words 'The line's going faint, sir...'. Instead, out customers had stony silence, puctuated by a message informing them that they were waiting in a queue. Like they couldn't have figure that out anyway...
For this suggestion, I was branded "not a team player".
Not a team player, indeed! If I wasn't a team player I'd have suggested "Go To Hell" by Megadeth, or "Get The Fuck Out" by Skid Row. As sung by the entire helpdesk team, after a rollicking booze up. Just so that the customers understand how we feel about them. :-)
Re: Ah, joy... Helpdesk call routing.
We ask them to call back, simply because we are free, we don't charge for Cust Serv calls...