Call queue craziness

 

 

This is an interesting clip from Singapore. It identifies some of the man-made madness of call queues but it is a problem world  wide. I wonder which country has dealt with this effectively? It’s a situation we have brought upon ourselves with the advent of ubiquitous technology use and it’s something we need to address. The main problems seem to be :

Waits of 10 minutes or more. More is frequent.

Numbers – punching in option numbers, ID numbers, PIN numbers, passcode numbers

Verification of voice or secret word

Cost of queueing

Dropping out of the queue somehow

Having to constantly repeat yourself

There are a number of videos on You Tube which highlight both sides of the call queue . A customer rings because they have a problem. If they then have to pass through a series of hoops and then an interminable wait it can create anger and emotional issues. The call centre staff will then be dealing with someone who is not reasonable.

The other aspect is you can be offered an email option which only works when the email is responded to in person in a reasonable time frame. The automated responses acknowledges receipt but then you need to know that your query is being resolved. How long is a reasonable wait for an email response?

There are also time differences and language differences. Customers can be in different time zones which does have its impact and then they can be talking to someone who doesn’t understand them or they don’t understand the call centre person. Clear communication is central to effective problem solving.

We live in a complex world because we have technology and so many options. Next post I’ll look at some of the solutions.

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