Originally Posted by
tmcbride
Somewhat related but not, I was on hold for well over an hour the other day with a very friendly agent who was trying to get a ticket reissued for me. She was also on hold with another team who I assume was global ticketing.
It took forever and while she was on hold, we got talking about wait times. She said she is normally on the text service talking to 4-5 people at once so she doesn’t notice it, but after being on hold with her own colleagues for so long she told me that she really now understands our pain.
I get that things get busy and irropps can really cause backups. I mentioned it would be nice feature for medallion members to log into the app, answer a few questions and schedule a call, even if it’s a week from now. Once it’s scheduled, they could email a calendar invite for us to put on our calendar and hopefully the person calling is qualified to do the task based on the few questions answered. I think it could work and would certainly cut down on being on hold for 2 hours and being transferred 2 times to finally find the right person. In theory it should cut down on everyone else’s wait times too as it would only take one agent to resolve the issue.
She really liked the idea and said she would submit but also asked the I submit it as well. Any thoughts on this before I submit the comment?
IMO an intermediate and simpler (cheaper and hopefully quicker to implement) modification would be if instead of being asked whether one wants to wait on hold to get a callback, the choice would be as follows:
1. Wait on hold for next available agent, in estimated A minutes.
2. Wait on hold for next available dedicated DM agent (supposedly more experienced and knowledgable, especially about GUCs, SDCs, etc.), in estimated B minutes.
3. Callback from next available agent, in about C minutes.
4. Callback from next available dedicated DM agent, in about D minutes.
Presumably A < B and C < D. Most of us know whether our requests are simple or complicated and can pick regular agent soon vs DM agent later to maximize use of (scarce) DM agents who ideally shouldn't be spending time on simple requests.