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Because Wait Times are Sometimes Long


Userlevel 6
So yesterday I had to call Tech Support for my home internet. I didn't really time it but it took about 15 minutes to speak to someone. However, I didn't wait on hold for more than 10 seconds. You: "How is that even possible?" Well, I'll tell you. After those ten seconds a voice started, it said something about high call volumes and asked me if I wanted an automatic callback while maintaining my place in the queue, I picked yes, gave the system my phone number and the call ended. I went about my business and then, eventually, my phone rang. It was that same automated voice telling me I would now be redirected to an available Tech, then I was. Seemly a normal call for them. To this I ask; can Koodo implement this, please?

8 replies

Userlevel 5
I like the idea but I never had to wait very long to get a Koodo Representative.
Userlevel 6
John Lee wrote:

I like the idea but I never had to wait very long to get a Koodo Representative.

Well, we do our best, and that translates to lower wait times. But sometimes stuff happens. Like, for random example, there might be an outage in Montreal, so a lot of callers are tying up the line for that while some callers in Toronto or something (who are not effected by the outage) are waiting to speak to someone who's busy explaining the outage to Montrealers one after another. Or it could just be noon. EVERYONE calls on their lunch break.
Userlevel 7
Badge +4
I always love that feature when it's offered. I hate having to endure endless times with a numb, useless hand and forcing me to listen to the most awful canned racket "music" so the idea has my vote for sure 🙂
Userlevel 5
Sophia wrote:

I always love that feature when it's offered. I hate having to endure endless times with a numb, ...

I had to call Westjet today and I had to wait about 20 minutes and within my wait time, they would tell me jokes that were related to airplanes. It was quite enjoyable to be honest lol.
Userlevel 6
Sophia wrote:

I always love that feature when it's offered. I hate having to endure endless times with a numb, ...

I'd like to know what controls the music you actually hear on hold but it just seems random. Sometimes it's a generic, repetetive snore-fest and sometimes you get my bros from Chromeo. In that case I don't care when anyone answers, I'm too busy showing what I've got in terms of fancy footwork.
Userlevel 6
Sophia wrote:

I always love that feature when it's offered. I hate having to endure endless times with a numb, ...

Did they not have a forum like this tha you could check on your cellphone? Avoids the hassle of calling unless your issue was too technical.
Userlevel 6
Sophia wrote:

I always love that feature when it's offered. I hate having to endure endless times with a numb, ...

Yeah, I know, it would be easier, but a lot of customers prefer to talk to someone or, believe it or not, don't have a computer.
Userlevel 6
Sophia wrote:

I always love that feature when it's offered. I hate having to endure endless times with a numb, ...

I use LucyPhone on my iphone to solve that issue. It works the same way as your idea, except it's an app. https://itunes.apple.com/ca/app/lucyphone/id378962452?mt=8 or on your desktop http://www.lucyphone.com/

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