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
#2At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#3Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#4At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
If it's a voice response unit words like "agent", "operator", "person", and "help" often are recognized similarly.
Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#5At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
If it's a voice response unit words like "agent", "operator", "person", and "help" often are recognized similarly.
But for both of these, "directly" often means being on hold.
Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#6“Not all customers deserve a company’s best efforts,” says Peter Fader, a marketing professor at the University of Pennsylvania’s Wharton School who helped popularize lifetime value scores.
I feel like this is a succinct argument against the idea to privitize everything — there’s no accountability nor notion of “fairness” baked in whatsoever.
Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#7At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
I did that once, and it worked, but I was greeted by an agent angrily saying "Sir, please calm down!"
It was weird. I wonder if the same system was triggered by people yelling at the phone tree.
Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#8At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
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 ;)
Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score
#9At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
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.