<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by remi:
What if adding agents meant you needed twice the points to get anywhere. Where would you draw the line? The fix is not to add agents but increase efficiency and redemption diversity.</font>
When you have people saying that they are waiting 2 hours the system is broke, I am sorry to report. I have worked in call centers and we got worried when our wait times exceeded 2 minutes. 2 hours...I don't care what your business is, but people will not wait that long. And when you are in a business like AC, it means you are driving customers to the competition.
No one, not one of AC's competitors even comes close to the wait times that AC is offering clients.
I don't think it is a matter of paying more. There has to be some reasonable standard for answering calls. Most people in the industry would operate that way. AC, with its wait times, very obviously does not care. Competitors aren't charging double to answer your call within 5-10 minutes. In fact, most answer in far less time.
P.S. And as far as efficiency goes...do you really think that is going to happen? They are just stretched to the limit...which leads to a bad working environment...which leads to bad customer service...and so on, and so on....