Originally Posted by
COpltASgldPHX
People complain when there are long hold times. When the hold times exceed a certain length or the queue grows to a certtain number of calls the system rejects any additional calls. Damned if they do and damned i they don't.
Amen. There was another thread on here from last night where a guy was complaining because it told him his hold time would be approximately 40 minutes and he had been on hold for over 2 hours.
Which is the worse of two evils? Shutting down the phone system, or keeping people on hold for a extremely long time.
And keeping an adequate phone staff is nearly impossible to do during severe weather operations such as today. I bet if you recalled every single phone agent the company employs for all shifts, the hold time (and subsequent abandon rate) would still be incredibly high.