Suggestion given long phone wait times

[#1]

Hi tonyAtplus,
Thanks for the feedback. We've passed it on to the relevant team to take into consideration.

[#2]

This free app, (or you can use the geographical number from any type of phone), means you don't have to stay on the phone waiting for an agent and could save you money
http://www.weq4u.co.uk/
Regards
Mike

[#3]

Once again..... a "FUDGE" type answer from Chris..... give us time and we`ll get there.... Yeah Yeah Yeah.... been there .... done that... waited for ages.... given up ..... and shortened the queue, ....
on the other hand....... as someone in my original thread suggested...... get the problems that are causing the calls "properly sorted"... once and for all,.... and that will do two or three things....
Bring down the number of complaints about long waiting times on the phone..... Bring down the actual waiting time on the phone.... Improve Plusnets image immensely, and save costs of hiring more people to answer phones,....
Generally, the complaints are not about the service that is eventually received, on the phone,....it is about the waiting time, and the "not knowing" where you are in the queue... so. the first improvement should be on a grand re-organisation of the call handling system..... yes... use "call sorting".... and then..... use a proper call waiting/queueing system.... it matters not, whether someone else thinks they should go to the front of the queue, EVERYONE stands/sits in line, and WAITS THEIR TURN...
Come on Chris... you know it makes sense to do this.... just get on and do it... and save yourself, and the rest of the staff, a lot of grief from disgruntled customers... my analogy of a supermarket checkout to the phone system still stands..... everyone who goes into a supermarket at busy periods, expects to queue at the check out.... the big difference is, they all know where they are in the queue, and can see their position moving upwards as each person is checked through.... on PlusNet phones....you can`t "see" where you are in the queue but it would be advantageous to be told "your are number 15 in the queue.... we do hope you will be patient, whilst we deal with those who called before you".... ( or something similar ).... nobody should be moved back down the queue, as was intimated  here.....

Quote

Next thing you know you've gone from 3 to six with no understanding why.

See my reply number 7 for full context....
From that quote, it seems there is a very good reason why PlusNet does not want to implement a proper queueing system.... it is to hide the actualities of a failed system .... i.e. it cannot cope, and someone elses call is more important than yours..... despite the over used recording....."your call is important to us....... "...

[#4]

I had meant to comment in one of my earlier posts on this, that several years ago, there were quite few organisations that had phone queuing systems that told you where you were in the queue. At least, you could hear yourself moving up and maybe get an idea of how much longer you may be, but of course there will always be a call ahead of you that may be longer (or shorter) than you're guessing. Such systems have all but disappeared.
I see no reason why that should be the case, except that perhaps companies might think that it might give a bad impression of their customer service if there's maybe 20 people in the queue ahead of you. Well, complete drivel as far as I'm concerned.
As for the remark from the 2009 thread about

Quote

Next thing you know you've gone from 3 to six with no understanding why

that's just a poor excuse for nothing more than a badly configured system. If you have that on each queue, there is no reason whatsoever that one queue should impact on the position in another queue.
Nor should it be impossible to have tonyAtplus's suggestion also working.
As for the 2009 comment

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To be fair the cost doesnt come into it.

yeh, I bet it doesn't 
Perhaps if they didn't just look at the headline cost and looked at the long term reduction in call handling costs etc. they might actually see the benefits.

[#5]

Ye Olde saying
One has to speculate before they accumulate