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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)

#31
post #26

I worked HP CS in Highschool and during my time there I created a HTML/JS replacement for a unbearably slow tree system that made a 10+ second network call every single question(often 20+ questions and a tree copy was required for notes). Mine was instant. They fired me for it because my AHT flagged me and it made someone look bad. At that point (this is at Windows Vista launch) the minimum hold was 25 minutes all da…

> made someone look bad

That, or that it DoS-ed the database.

Re: HP trialed mandatory 15-minute support call wait times (2025)

#32
What a fantastic company HP used to be, back in the day. They led the way in scientific equipment and calculators, and even desktop computers for a brief moment.

They even made PostScript laser printers that were built like tanks and were a by-word for reliability.

Now they are just famous for being the printer brand everyone hates, and this is just scraping the bottom out of an already empty barrel.

Re: HP trialed mandatory 15-minute support call wait times (2025)

#36
post #26

I worked HP CS in Highschool and during my time there I created a HTML/JS replacement for a unbearably slow tree system that made a 10+ second network call every single question(often 20+ questions and a tree copy was required for notes). Mine was instant. They fired me for it because my AHT flagged me and it made someone look bad. At that point (this is at Windows Vista launch) the minimum hold was 25 minutes all da…

AHT?

Re: HP trialed mandatory 15-minute support call wait times (2025)

#37
post #36
post #26

I worked HP CS in Highschool and during my time there I created a HTML/JS replacement for a unbearably slow tree system that made a 10+ second network call every single question(often 20+ questions and a tree copy was required for notes). Mine was instant. They fired me for it because my AHT flagged me and it made someone look bad. At that point (this is at Windows Vista launch) the minimum hold was 25 minutes all da…

AHT?

Average Handle Time

Re: HP trialed mandatory 15-minute support call wait times (2025)

#39

Someone 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.

Depending of the country, legislation (and changes in them), the waiting time might be taxed as well. So a way to recoup some little costs.

Re: HP trialed mandatory 15-minute support call wait times (2025)

#40
post #26

I worked HP CS in Highschool and during my time there I created a HTML/JS replacement for a unbearably slow tree system that made a 10+ second network call every single question(often 20+ questions and a tree copy was required for notes). Mine was instant. They fired me for it because my AHT flagged me and it made someone look bad. At that point (this is at Windows Vista launch) the minimum hold was 25 minutes all da…

> made someone look bad That, or that it DoS-ed the database.

It was offline.
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