Call Centres: Exercise this Simple Courtesy!


I’m writing this story whilst on a long wait for a “customer help representative” (from a large B2C organisation) to get around to answering my call.

After going through a considerable number of phone menu levels, I’m sitting here on indefinite hold with the same instantly recognisable, repetitive five bars of electronic “music” playing over and over in my ear. No indication of where I sit in the queue, nor of how long I might be sitting here waiting.

I’ve made the point before: There’s NO excuse for large, well-moneyed organisations not to exercise the simple courtesy of installing (readily available) call wait time announcement software.

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