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On Hold for 45 Minutes? It Might Be Your Secret Customer Score

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Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#71

Post by DiffEq »

mfringel wrote: post #68
DiffEq wrote: post #54

Earlier quoted context omitted.

There is no need. OP seems to imply that there is some kind of inherent fairness built into human governments; as if they are outside the influence of human nature. My assertion contains all of human history; within each of those governments one can find some form of injustice or lack of fairness. OP thinks government it a solution to the woes of privatization - even a casual look at the world and at history will sho…

You used a universal quantifier in your initial statement. That is, all of human history, implying all governments at all times. This is trivially falsifiable. With your current statement, you're attempting to modify that to all governments in human history, at a single point in time for each of them. In the most charitable case, that's vacuously true. You chose the hill you wanted to defend... it's a bit late to com…

So if it is so trivially falsifiable...please provide the trivial evidence.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#72

Post by matthewmacleod »

LanceH wrote: post #35
LiterallyDoge wrote: post #19

This is a great argument for the intangible value of the right to individual privacy.

You have every right to individual privacy. Once you yield it you don't have a right to make other people pretend they don't remember you.

I'd say there's a qualitative difference between "a company you dealt with remembers you" and "a company you dealt with for some unrelated matter will now proceed to send a representative to follow you around permanently, reporting back on everything you do, so that they can build a hidden profile about you."

That's the equivalent of what's happening on the web at the moment.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#73

Post by mfringel »

DiffEq wrote: post #71
mfringel wrote: post #68

Earlier quoted context omitted.

You used a universal quantifier in your initial statement. That is, all of human history, implying all governments at all times. This is trivially falsifiable. With your current statement, you're attempting to modify that to all governments in human history, at a single point in time for each of them. In the most charitable case, that's vacuously true. You chose the hill you wanted to defend... it's a bit late to com…

So if it is so trivially falsifiable...please provide the trivial evidence.

You first.

You've already proved you're willing to move the goalposts once. I've not moved mine at all. Clearly, it should be much easier for you to prove something to me.

The original question stands, and remains unanswered.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#74

Post by mac-chaffee »

I think I'd be more comfortable with customer scores if there's more "Access/Participation"[1]. Being able to see my scores, see how they're calculated, and dispute them would at least help with trust and preventing mistakes.

[1]: "Access as defined in the Fair Information Practice Principles includes not only a consumer's ability to view the data collected, but also to verify and contest its accuracy. This access must be inexpensive and timely in order to be useful to the consumer" https://en.wikipedia.org/wiki/FTC_fair_information_practice#...

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#75

Post by notyourday »

DonHopkins wrote: post #36
notyourday wrote: post #9

Earlier quoted context omitted.

Anecdata: The more advanced systems monitor for customer irritation while the customer is "on hold". It is quite possible to skip the line by fitting the profile of a really irate customer. While saying "agent" would put one into a standard queue, saying " agent" does magic on some Verizon, ATT, Comcast and Optimum CS or billing numbers.

The Uber customer service line just transferred me to Uber Escorts.

Uber has a CS line?!

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#76

Post by everybodyknows »

crb002 wrote: post #48

That is an ADA lawsuit waiting to happen.

Following up on this thought, are health insurers already using such techniques to drive out unprofitable customers -- despite government regulations that they require coverage?

California stats suggest "yes", and for about 4 years now:

https://wpso.dmhc.ca.gov/dashboard/ComplaintsIMRs.aspx

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#77

Post by foobarbazetc »

Scoundreller wrote: post #63
mszcz wrote: post #8

Earlier quoted context omitted.

I use another method. I select all the options in the automated system that indicate that I want to buy stuff from them. Suddenly I get connected to a live person almost immediately ;)

The “Canadian” method is to know enough French to get through the French menus to get to a real person. They’re almost always bilingual and based in Canada (often New Brunswick, which is the most bilingual place in Canada anyway).

In the US you call the Spanish line. Same thing.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#78

Post by blakesterz »

"Marital status is often factored in, with some companies assuming that singles are better customers, and others, the opposite. Age also is a common input, potentially penalizing older people because of their shorter projected lifespans."

Odd paragraph... It seems like those things could go either way depending on the company. I'm sure we could all list companies that would bend over for old married people as much as young single people.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#80

Post by sandworm101 »

athenot wrote: post #41
bb2018 wrote: post #24

Earlier quoted context omitted.

It all depends on your notion of fair. If one percent of people call up customer service to complain about 50% of their transactions they are clogging up the system. I only call if something is breaking and I've exhausted all troubleshooting and automated methods.

Or they might have a legitimate case. You can't tell just by looking at volumes. It could be that fringe group of customers who use international credit card numbers (but also happen to spend well). It could be elderly consumers who consistently get bitten by a rough edge in the UX. It could be users who don't use English as their primary language and don't understand a colloquialism in the interface.

>> It could be elderly consumers who consistently get bitten by a rough edge in the UX.

Or the elderly customers who call just because they want someone to talk to. I used to do some PCI compliance work and occasionally had to listen in on customer calls to call centers (to verify procedures were being followed). They don't want service. They want to chat. They may have some small issue with the UI, but then they want to add something to the order. Does it come in red? Will it match the one I ordered last week? Will the delivery people set it up? Can I make sure it doesn't arrive on monday because I'm going to the doctor?

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