How long is too long for a phone queue?
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M$8 Answers
Seven minutes should be the mean, with a standard deviation of two minutes. That is, I believe that 97% of the calls should be answered under eleven minutes of waiting.
Notice that the phone lines you call to complain keep you waiting longer than those you call to buy something...
If I'm buying I'll wait between five and fifteen minutes, depending on the necessity and rarity.
If I'm selling or complaining I'll wait between five and however-long-it-takes for those a******s at the damn (American Airlines/Fido/Bell Canada/Delta/etc) call centre to pick up depending on how lost my baggage is/how badly I want to cancel my mobile contract/etc.
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M$Like voodojoe, I'd ask if it's worth staying on and what other options are open to me. In your case, since you need to speak with someone, then I guess you're stuck listening to bossa nova.
It's been 2 hrs since your original post. I hope you got through.
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M$
Oh, I have heard it seven times... But there is some fine Pink Panther related stuff.
I feel for you. How many times can you listen to The Girl From Ipanema before losing your mind?? :(
Oh I got through, and promptly disconnected. I am currently in hour three! The Bossa Nova is on a repeat. It's only about five songs. Now there is much dancing. :) I nearly cried, but I am better than that! So I dance! Bossa Nova style.
You can leave an optional "tip" with Mahalo's virtual currency, Mahalo Dollars. If you are asking a difficult question that might require some research, or if you'd like a wide variety of feedback, a higher tip often leads to more answers to your question.
M$You can leave an optional "tip" with Mahalo's virtual currency, Mahalo Dollars. If you are asking a difficult question that might require some research, or if you'd like a wide variety of feedback, a higher tip often leads to more answers to your question.
M$You can leave an optional "tip" with Mahalo's virtual currency, Mahalo Dollars. If you are asking a difficult question that might require some research, or if you'd like a wide variety of feedback, a higher tip often leads to more answers to your question.
M$
The only problem is that many of the larger companies that outsource their technical support (and even those who do their support in-house) take thousands of calls a day, thus the hold times are going to be a bit long.
Also remember, what seems like forever can be a short time (people on hold tend to have the feeling that they are holding longer than reality shows).
Think about it, if the center is so busy that it's taking you 30 minutes to get through, what kind of customer service do you think you'll be getting? The call center staffer will be stressed. Best to call back when they are less busy.
If you can't call back then you are at the mercy of the call center.
Have worked small poorly staffed call centers where the calling was done in-house and not a valued component of the company's business.
You can leave an optional "tip" with Mahalo's virtual currency, Mahalo Dollars. If you are asking a difficult question that might require some research, or if you'd like a wide variety of feedback, a higher tip often leads to more answers to your question.
M$
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M$I'd have to say that if you were calling my call center and you had waited two hours to talk to someone... some people would be getting replaced. We have 2 minute threshold for wait times before people start getting prodded if they are not busy. Regarding the answer before... Sorry, voodojoe, but 10 minutes is still not ok.
Director at a help desk call center
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M$
The irony is that the company I work for services clients all over the US/UK as well as a company owned by a company in India... So I understand the accent. I've been in this line of work for long enough that I have a tendency to pick up accents based on the clients I'm helping (when I was a tech taking 200+ calls a week). I have to agree with you. Southern and mid-western accents are the most pleasant. Even when they are upset with something they sound polite (and usually are!). :)
I wish all call centers were like yours, but the harsh face of reality says I will take my 10+ min wait time and I will like it. =/
On a semi-unrealted note, I do find that people I get with southern or mid-western accents are the most pleasant to talk to.
