An idea to better serve your customers and end frustration

  • 1
  • Idea
  • Updated 5 years ago
  • Implemented
Archived and Closed

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Is there any good reason why when you call Koodo you have to go through a ten step process to find out they are closed? Wouldn't it make more sense to say we appreciate your business but please call back at such and such a time??
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Susan Corcoran

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Posted 5 years ago

  • 1
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Chris Petersens

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That makes absolute sense! What time did you call though?
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Zaphod Beeblebrox

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If you called after hours, that would be why

Hours of Operation

•Monday – Friday: 10am - 9pm
•Saturday: 9am - 7pm
•Sunday: 9am - 7pm
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Zaphod Beeblebrox

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They are all time zones, based on all provincial time zones
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Timo Tuokkola, Mobile Master

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This is how it's broken down in our systems for customer care:
QC, ON, MB, SK, AB, BC:
Mon-Fri: 9am - 9pm local time
Sat: 9am - 7pm local time
Sun: 9pm - 7pm local time

Atlantic:
Mon-Fri: 9am - 9pm
Sat: 10am - 8pm
Sun: 10am - 8pm
I believe the system uses the number you're calling from to determine which province you're in but I have NO visibility in to the inner workings of the IVR, so don't quote me on that.
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Dennis, Mobile Master

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Ok I'll post it as an Idea!

EDIT... oops just missed seeing your comment Timo. Well I think the idea post might still be valid to clarify on the website
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Sumaya K.

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@Dennis, I agree with you. I'll take it back to the larger team this week.
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Dennis, Mobile Master

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Thanks Sumaya!
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Curtules

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Just a quick clarification, did you call after the hours of operation? Or was it during a system maintenance? If it's the latter Koodo's not technically closed but the reps can only answer general questions.

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