HP ditches 15-minute wait time policy due to 'feedback'
HP ditches 15-minute wait time policy due to 'feedback'
It woz The Reg wot won it... or maybe just common sense prevailed among management
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Uhhuh. "Feedback", read: risk of class action lawsuits from everybody they tried stopping from reaching the support they paid for
HP is in no way alone in doing this. This is an industry standard. Call centers are critically understaffed and under supplied on purpose. Call centers do not generate income, and the more customers that reach an agent, the more the call center ultimately costs to operate.
Nah, call centers do generate income because they force their support agents to try to up sell you on other products and services.
Only when they have something to sell. That's not as common as you'd think.
Having spent the first 8 years of my career in a call center, it's fairly common.
I’ve spent the last 15 years in call centers and only spent 1 year on a line of business that involved upselling. There’s plenty of lines that don’t. Yes it is common but it’s just as common to not.
Right, but that's just your experience as an agent. I was the one managing all of the campaigns for a global call center in the dialing platform, building the IVRs, etc, so I got to become familiar with many dozens of campaigns. Even ones that were supposed to just be customer service usually had something they were supposed to push.
Like was said, only customer service doesn't generate revenue, so companies often try to recoup that cost.
Where did I say I was only an agent the whole time? I’ve been in a dozen roles at varying levels. Once again, sometimes generating revenue isn’t the point. Sometimes delivering a service or even just retaining customers is.
Even ones that were supposed to just be customer service usually had something they were supposed to push.
True, which i failed to push when i was doing it 'cos the last thing a bitching customer wants is Hey, what about buying a new product? Then i got a real job.