keitha
Member of DD Central
2024, hopefully the year I get out of P2P
Posts: 4,582
Likes: 2,615
|
Post by keitha on Jul 8, 2024 10:28:39 GMT
experiencing a high level of calls
At the start of COVID my GP surgery "turned off" the online system for booking appointments and getting repeat prescriptions. The system still isn't back on, and the phone message still refers to the covid pandemic
tried to ring in today and twice so far after just over an hour in the queue the call has been dropped.
Oh and GPs now only have appointments Tuesday Wednesday and Thursday, Friday is for writing reports and reading letters from consultants etc, monday is for admin
Rang 101 last week to report a dead sheep on a local road ( honestly couldn't think who else to ring ) over 2 hours in queue. was number 2 in queue for over an hour and a half.
Rang the courts service 2 weeks ago again 1 hour 40 minutes to get through
what annoys me is the constant "please be kind to our staff" etc perhaps people would be a lot less frustrated if calls were answered.
|
|
adrianc
Member of DD Central
Posts: 9,978 
Likes: 5,131
|
Post by adrianc on Jul 8, 2024 10:46:14 GMT
experiencing a high level of calls ... what annoys me is the constant "please be kind to our staff" etc perhaps people would be a lot less frustrated if calls were answered. Staff for the troughs, not the peaks. There may be a common factor in your three examples, too... Public sector. And what do we know about public sector funding over the last decade and a half?
|
|
agent69
Member of DD Central
Posts: 6,030
Likes: 4,431
Member is Online
|
Post by agent69 on Jul 8, 2024 10:53:53 GMT
Many, many years ago I had a problem with a credit card being refused while on holiday in SE Asia. I rang up the Lloyds bank help line at about 5am UK time and received a recorded message saying all of our agents are busy, please call back at a quieter time.
|
|
adrianc
Member of DD Central
Posts: 9,978
Likes: 5,131
|
Post by adrianc on Jul 8, 2024 11:22:08 GMT
Many, many years ago I had a problem with a credit card being refused while on holiday in SE Asia. I rang up the Lloyds bank help line at about 5am UK time and received a recorded message saying all of our agents are busy, please call back at a quieter time. Minimum staffing at that time of night. Probably only needs a handful of other callers for the few on-shift to be all busy.
|
|
|
|
Post by bernythedolt on Jul 8, 2024 13:40:16 GMT
experiencing a high level of calls ... what annoys me is the constant "please be kind to our staff" etc perhaps people would be a lot less frustrated if calls were answered. Staff for the troughs, not the peaks. There may be a common factor in your three examples, too... Public sector. And what do we know about public sector funding over the last decade and a half? The first example, though, (GP staff) is not public sector, but a private business.
|
|
michaelc
Member of DD Central
Say No To T.D.S.
Posts: 5,677
Likes: 2,974
|
Post by michaelc on Jul 8, 2024 15:00:05 GMT
Most private call centres are also unpleasant places to have to spend any time with.
I'm too young to know what is was like in the 70s or even 80s but have vague recollections of parents calling say the bank which I got the impression would be your local branch. Without call management software, did they just need to increase the number of staff so that not too many people got the engaged tone ?
|
|
benaj
Member of DD Central
N/A
Posts: 5,591
Likes: 1,735
|
Post by benaj on Jul 8, 2024 15:16:38 GMT
TBF, there were a couple of times I enjoyed conversation when phoning answered by call centres.
1) Lloyds bank - around 2017. It was such a lovely experience speaking to a person with a British accent. The staff was professional and dealt with a manner which brightened up my day.
2) Vodafone - 2021. Chatting to someone from Egypt and dealt with my complaint. I have been asked to pay a visit there.
Unfortunately, these “lovely” experiences are rare these days when phoning the free / local rate numbers.
|
|
adrianc
Member of DD Central
Posts: 9,978
Likes: 5,131
|
Post by adrianc on Jul 8, 2024 15:20:48 GMT
I'm trying hard to think of any enjoyable call-centre experiences...
...having worked in one for a few years in the early-mid 90s...
<twitch, twitch - "Good afternoon, XYZ Customer Services...">
|
|
benaj
Member of DD Central
N/A
Posts: 5,591
Likes: 1,735
|
Post by benaj on Jul 8, 2024 16:34:09 GMT
Today, I sent a call request to an e-wallet service provider. Call back was made within 2 minutes, no wait, no music.
|
|
mogish
Member of DD Central
Posts: 1,105
Likes: 527
|
Post by mogish on Jul 10, 2024 10:22:02 GMT
My gp surgery actually called me yesterday.... I was actually impressed with their service. First time for everything I guess.
|
|
