BT!

[fidgits]

We all like to winge and moan when we get bad service!

But i have to say - i phoned BT about 20 minutes ago - to ask a question about something i ordered - the annoying (press 1 for...) system informed me (when id gone through the options) that they were busy (shock horror) and that i could hold for an operator...

OR...


They would hold my place in the queue - and when i reach the front, they would return my call (to any number) to deal with my request... (within an hour)

Lo and behold - 15 mins later - they call me back...


Gotta say - fantastic idea - i think more companies could benifit from this kind of system!

[B17NNS]

I've got a really novel idea (doubt it will catch on).

Have real people answering the phone and actually have enough of them to deal with all the enquiries.

[miniandy]

I thought about using the ring back option but decided against it. 2 minutes later I was speaking to an advisor. Maybe this is a ploy...

[agent006]

B17NNS said:

I've got a really novel idea (doubt it will catch on). Have real people answering the phone and actually have enough of them to deal with all the enquiries.

But then we'd only moan about the bills going up.

[Mr Whippy]

agent006 said:

B17NNS said: I've got a really novel idea (doubt it will catch on). Have real people answering the phone and actually have enough of them to deal with all the enquiries. But then we'd only moan about the bills going up.

If they had decent people answering problems and not just using a 1-10 list of problems, then people would likely ring once, not 10x for a fix.

Also, we *used* to get that service, but now we don't. I can't remember it getting cheaper.

Should have an option. "press 0 to pay £1.00 to talk to someone competent"

I'd pay to know my call would last 30 sec and be dealt with than spend 10 mins mincing around menu's and talking to goons with no brains!

Dave

[Plotloss]

You'd expect a clever IVR solution from just about the most expensive managed supplier of IVR's...

Its not rocket science at all and to be honest I'm pretty suprised that a lot of companies dont do this.

[ohopkins]

www.virtualhold.com/PR/vhbustechwhitepaper.htm

Works very well with Avaya Definity switches, and can be programmed to look up your number from customer database automatically.

[Plotloss]

Working out if they have programmed a barge and what it is would probably be quicker though!

[esselte]

ohopkins said:

www.virtualhold.com/PR/vhbustechwh Works very well with Avaya Definity switches, and can be programmed to look up your number from customer database automatically.

I used to install the definity ACDs a few years ago(started when they were called Lucent).A nice bit of kit in my opinion.

[Li'l Pugs]

agent006 said:

B17NNS said: I've got a really novel idea (doubt it will catch on). Have real people answering the phone and actually have enough of them to deal with all the enquiries. But then we'd only moan about the bills going up.

Sorry, but why should the bills go up ? Does anyone else remember when the press used to tell us that BT made over £100/ second in profit. Divide that by a few extra people on the phones to answer queries.
(I know that there's more to it than that, like share holders to keep happy etc, but still, it's not like they can't afford it, and it's not like they're a phone company or anything !!)

Paul

[Pigeon]

Rebloodynationalise it, then there are no shareholders to keep happy, and the £100/second (or whatever) profit can go into improving services AND reducing taxes.