Quite the opposite, I give them measurable way to estimate the problem. If I did not call, they would lose revenue, but they would not know why! I spent half hour with agent and got fee waved, so that have data to work with.

Let me run some numbers, they will be obviously wrong, but it can give us idea how big is the problem.

Let’s assume agent makes 25£ per hour, BA cost per agent is probably at least 3X of that with training, facilities and taking into anccount that angent is not 100% efficient etc. So my half hour call cost BA about 25/2*3 = about 40£

Let’s say there are 200 calls per day like my call with website problems. 200*40£*365 = 3,000,000£ per year.

This may not sound like a huge amount, but it can support a small IT team with really good hand picked engineers who can figure out how to make sh!t work.

Mind you, we did not take into account people who 1) did not call and 2) almost every call to call center to be honest is some lack of IT / website functionality

…. so it’s a lot more ££££