Call centre -- how long to hold for?
Apr 10, 2008, 10:10 am
#1
Original Poster
Join Date: Mar 2007
Location: Yorkshire, UK
Programs: *A "Top 1000 2015", FB Lifetime Plat.; BA Silver; Ma; Hilton Diamond.rriott Gold
Posts: 497
Call centre -- how long to hold for?
53 minutes and counting... 
should I just give up and try again later -- I thought the afternoon might be less busy than the evening?
should I just give up and try again later -- I thought the afternoon might be less busy than the evening?
Apr 10, 2008, 10:30 am
#4
Original Poster
Join Date: Mar 2007
Location: Yorkshire, UK
Programs: *A "Top 1000 2015", FB Lifetime Plat.; BA Silver; Ma; Hilton Diamond.rriott Gold
Posts: 497
Apr 10, 2008, 10:43 am
#5
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
In the interests of research, I just called the gold line and after the usual recorded intro, had my call answered in about 3 mins.
To celebrate I sorted out a seat request.
Sorry if I somehow nipped in ahead of anyone on hold.
To celebrate I sorted out a seat request.
Sorry if I somehow nipped in ahead of anyone on hold.
Apr 10, 2008, 10:47 am
#6
Original Poster
Join Date: Mar 2007
Location: Yorkshire, UK
Programs: *A "Top 1000 2015", FB Lifetime Plat.; BA Silver; Ma; Hilton Diamond.rriott Gold
Posts: 497
!!!!!So why don't they answer me!! Are you calling on the 0870 number or the 01332 ("overseas") number...
--- hey they just answered!! after about 1 minute -- 4th time lucky...
Apr 10, 2008, 1:22 pm
#7
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
The 0870 number.
In the past when I needed to speak to someone (last hour before it closed for the day) I was getting nowhere on hold, and tried a second line via Skype. That was answered pretty quickly, whilst my original call was still in the queue.
Don't ask me how their system manages to mess up that way, but it clearly does from time to time.
As has been suggested, sometimes it might be better to hang up and try again.
In the past when I needed to speak to someone (last hour before it closed for the day) I was getting nowhere on hold, and tried a second line via Skype. That was answered pretty quickly, whilst my original call was still in the queue.
Don't ask me how their system manages to mess up that way, but it clearly does from time to time.
As has been suggested, sometimes it might be better to hang up and try again.
Apr 10, 2008, 1:51 pm
#8
Join Date: Aug 2004
Location: London, England
Programs: BA Silver
Posts: 3,772
Apr 10, 2008, 2:02 pm
#9
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
Apr 17, 2008, 9:10 am
#10
Join Date: Mar 2002
Location: DUB - Ireland
Programs: EI-GCE, BD-G, BA-G, A3*G, TK*G, FB-G, HH-G, Hyatt-Dia
Posts: 8,527
Following this thread, I spoke to a friend who manages a call centre (not bmi's). His view was also that if you've not been picked up in 10-12 minutes or so, the's a good chance your call is "lost in orbit" and may very well not be picked up at all and that you'd be better off hanging up and starting again.
Experiences in both threads seem to mirror this.
Experiences in both threads seem to mirror this.
Apr 17, 2008, 10:16 am
#11
Join Date: Aug 2004
Location: London, England
Programs: BA Silver
Posts: 3,772
I can honestly say that in all my calls to the call centre at various times of day I have never held more than 1 minute. I always thought this was very impressive. Didn't realise I'd been so lucky!!
Apr 17, 2008, 10:19 am
#12
Join Date: Mar 2008
Location: NCL and LBA
Programs: BD*G, BAGold, Hyatt Diamond, SPG Plat
Posts: 3,269
I also just had this problem. 48 minutes on the phone then looked on this thread and decided to hang up and ring again. The the phone was answered in 2 and a half minutes. Booked the flight nice and smoothly! ^
Apr 17, 2008, 12:20 pm
#13
Join Date: Jul 2000
Posts: 2,452
3rd party call centres are notorious for bouncing calls and may sometimes also pick up without saying anything and then place the customer on hold. Depends what performance stats are expected of the workers. I've heard of such craziness happening at SITEL call centres so I can only imagine what they get up to in India
Apr 17, 2008, 3:41 pm
#14
Join Date: Mar 2002
Location: DUB - Ireland
Programs: EI-GCE, BD-G, BA-G, A3*G, TK*G, FB-G, HH-G, Hyatt-Dia
Posts: 8,527
On foot of this thread, and other on related subjects, I have added a brand new section in the bmi FAQ entitled "Do I need to know anything about the Indian Call Centre?"