Originally Posted by
abligh
I just submitted 2 complaints to BA, 6 minutes apart. Their case reference numbers differed by 23. Assuming these are just indexes of numbers of complaints, this suggests BA are getting around 4 complaints submitted a minute, which equally means they need to solve about 4 a minute to avoid an ever growing backlog. Food for hought.
I'm guessing everything is logged one way or another, as it used to be when I worked in a contact centre.
It's probably just sequential including everything being logged by the staff, then each thing is categorised as to what it is and so on.