On hold with Tesla

[Avendit]

I really wish companies with long hold times would take some time to increase the usability of their hold system. In order of benefit:

1. If its going to be answered in the order it was received, then what is wrong with a call back system please?
2. If the average answer time is going to be upwards of 5 minutes, stop interrupting the music every 30 seconds (just timed it) to give me the same recorded message. I want to get on with something else, which I can't do effectively with someone talking at me, but I can with music.
3. Give me a queue position, or estimation of time to wait. I really appreciate it when companies do this and let me make an informed decision as to whether I have to time to wait it out or not. And would reduce call volumes at the start of the call rather than an hour in when people then rage hangup.
4. Every time you interrupt the music I think its going to be a person. This attention roller coaster is killing me and numbs me to a voice interrupting the music and therefore I will take longer to identify and start interacting when a real person answers.
5. 30 seconds? 30 SECONDS! If I need a message repeated this often to remember why the music is on I probably shouldn't be buying a car.
6. how often am I going to hear the damn message about your busy busy people and answering in the order received? Average call wait seems to be ~an hour so I'm going to have to hear it 120 times. In some jurisdictions that would be classed cruel and unusual....
7. How about between songs? Or every 5 minutes if there is some legal requirement to keep saying it. Tell me once at the start then every 10 minutes?

Anyway - only actually a 20 minute wait this time, music wasn't bad and guy answering was way friendlier than I could be if my job was just answering the phone all day.

Avendit

 

[Tony Hoyle]

The 30 second thing got annoying fast for me too.. it's way too frequent.

 

[J1mbo]

It was programmed by the same team who added nags to AP...

 

[Roy W.]

The 30 second thing got annoying fast for me too.. it's way too frequent.

Before I retired I used to help run a 1000 seat contact centre. The 30 second timing is by design. People get p*ssed off with it and so drop out of the queue. Very poor customer service, but, hey, it helps call stats ;-)

 

[Peteski]

I just can't be bothered with holding. I sent them an email to cancel my order more than a week ago, but heard nothing back. Meanwhile I keep getting automated requests to fill out the online paperwork.