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.

Call centre queues

I am going to write a trilogy of blog posts about call centre queues. It is something which technology has given us and in the age of communication we care not communicating effectively when it comes to customer service through call centres. We have also created a job which is demanding and tough. This video is interesting because the CEO of a company has been into the call centre for his company to gain experience and knowledge. The staff member mentoring him is one who is a designated “escalated calls” resource. The issues around call queues and call centres needs t be addressed. Technology ought to be facilitating customer-business communication but it is evident that it becomes a trap for all concerned and one we are largely ignoring. We should look at it and find some resolutions to pressure cooker situations on the phone.

Set up a mobile phone hotspot

Dottotech’s video is more comprehensive and goes more slowly but for some reason WordPress won’t let me embed it. You can find that video here. A lot of people already know how to turn their mobile phones into hotspots. It means you are using your 4G network to set up your own wireless hotspot which you can connect to. I use my old Samsung Galaxy Express to be the hotspot and then connect my laptop , phone or tablet to that. It means I am running a separate sim card but for that I use prepaid and can make the data choices which suit me and my needs at the time. You may not have wifi access. Not all places can easily offer free public wifi. I live in one of those places. You also might want to do it for security reasons so that you are on a safer network. It can also be a life saver if you need wifi but have no other way of getting it . Yes, it runs up your mobile data costs and you need to be aware of that, but there are times where it becomes a good option for you . If you are unaware of the option you cannot choose it. It is simple to set up and it works well.

I’m using the internet!

I cannot believe it! Back in the  free world and my phone and internet connection have been restored ahead of schedule. Back in the free world! That was no detox. That was horribly hard. I have learned a lot, though, as you always do when life forces you to confront difficulties. I am more than grateful to all the tech support and telecommunications staff who worked so hard and consistently to try to resolve this problem for me. I haven’t had a home phone or proper internet access since 4pm April 26th and that was the second phone/net loss in April. No one’s fault. All part of building an information super highway. I truly do thank all those people who were trying to resolve this and then the ones who got that port swap done. So happy ! Ha ! Ha!

Putting the internet on to boil

I am currently using technology as an appliance. I am still waiting for the port swap to occur which is booked for tomorrow so I haven’t had my home phone or internet since 4pm April 26th. These things take time and telecommunications technicians are flat to the floor boards. It is creating erratic costs and erratic connectivity. I have a home phone number redirect and mobile data and phone to get me by. This is not how I use the internet. These days I put the internet on to boil, make a cup of contacts, maybe a spoonful of banking or  isp dashboard and maybe a splash of looking and searching. No surfing the web for me. No online courses. No online groups. The experience has been interesting to say the least. I don’t spend hours on the net but it is an integral part of who I am and how I live. I don’t just pop on the net to find the nearest coffee shop or quickly make brief contact. Keeping and staying in touch is more than that and being connected is normally normal …

 

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