HP trialed mandatory 15-minute support call wait times (2025)
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Re: HP trialed mandatory 15-minute support call wait times (2025)
#2Just further cements HP's position as one of the most anti-consumer multi-national companies in existence.
Re: HP trialed mandatory 15-minute support call wait times (2025)
#3Just further cements HP's position as one of the most anti-consumer multi-national companies in existence.
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Re: HP trialed mandatory 15-minute support call wait times (2025)
#4Just further cements HP's position as one of the most anti-consumer multi-national companies in existence.
I love the way they snatch defeat from the jaws of victory with their actions
Re: HP trialed mandatory 15-minute support call wait times (2025)
#5Someone presumably pitched this idea within HP and other people agreed it was something they should try. I guess probably HP didn't put its best and brightest in charge of call centres but still, isn't that sort of amazing?
I wonder if it's the same people who eventually decided it was a bad idea after all, or whether some other group discovered what was happening and got them to stop.
Re: HP trialed mandatory 15-minute support call wait times (2025)
#6>the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”
>Even if HP’s telephone support center wasn’t busy, callers would reportedly hear: We are experiencing longer waiting times and we apologize for the inconvenience.
i am absolutely positive, without proof of course, that this is an extremely common practice. my isp does the exact same thing with basically the same wording. over the years i have called at all times of the day, all days of the week, across all seasons, and it is always "we are experiencing high call volumes right now. but hey, did you know you can do lots of stuff on the website? go to the website. please use the website".
i almost (not really) respect HP for at least admitting to it, rather than all the companies that i suspect are still doing this in the shadows and will never admit to it.
Re: HP trialed mandatory 15-minute support call wait times (2025)
#7> the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.” > Even if HP’s telephone support center wasn’t busy, callers would reportedly hear: We are experiencing longer…
I think it is a common practice, and another I think will be just a static set of times that they play the "higher than average call volumes" message, rather than anything dynamic. I think call centre stuff is incredibly basic, even though the domain isn't that complicated.
Re: HP trialed mandatory 15-minute support call wait times (2025)
#8> the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.” > Even if HP’s telephone support center wasn’t busy, callers would reportedly hear: We are experiencing longer…
>i am absolutely positive, without proof of course, that this is an extremely common practice. my isp does the exact same thing with basically the same wording. "sorry, high call volumes right now. but hey, did you know you can do lots of stuff on the website? go to the website. please use the website".
Look up Erlang numbers for call centers. We absolutely know how to calculate required reps for a desired queue dwell. It is 100% a voluntary decision to degrade the Call Center to push people to web based automation. Consider this your proof. We have the equations. Executives make the active decision to not use them/use them to shift cost burden.
t. Helped implement a Call Center before, and we aimed for sub 5 minute queue dwell at all hours of the day.
Re: HP trialed mandatory 15-minute support call wait times (2025)
#9> the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.” > Even if HP’s telephone support center wasn’t busy, callers would reportedly hear: We are experiencing longer…
Did they admit to it? Or get caught?
Re: HP trialed mandatory 15-minute support call wait times (2025)
#10> the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.” > Even if HP’s telephone support center wasn’t busy, callers would reportedly hear: We are experiencing longer…
I think it is a common practice, and another I think will be just a static set of times that they play the "higher than average call volumes" message, rather than anything dynamic. I think call centre stuff is incredibly basic, even though the domain isn't that complicated.
Even in my internal company tech support line they play that "higher than expected call volumes" message, but their website also has counter on it that tells you just how many people are on hold and even when it is just one (me) it plays that message.