Priority Call Centre Service for Certain Account Issues

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  • Idea
  • Updated 1 year ago
  • Under Consideration
We've seen it over and over again - a promo hits and the call centres get flooded, resulting in very long wait times for customers. I can understand why this happens, and so can many other customers. But, while this is certainly an explanation, it's not really an excuse - especially to people with more pressing issues (lack of service, account suspension, account cancellation, inability to log into Self Serve, etc.).

I'd suggest an implementation of a high-priority queue for these situations, not unlike triage in health care environments. Yes, everyone deserves (and will get) help, but not everyone's issue is equally pressing.
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Ivan, Mobile Master

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Posted 1 year ago

  • 2
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Bernard, Official Rep

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Great idea! It is something we are looking at and hope to have a plan for in the next few months!
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Robert, Mobile Master

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It should be important that people don't take advantage of that system to go in front of everyone...Hwo are you guys going to do that?
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Bernard, Official Rep

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It's early days, so the idea still needs to continue to formulate, use cases thought up etc., but you don't see much if any "jumping the lines" in hospital during a triage. If we can figure out a way to replicate that or not make jumping the queues worthwhile because you get your answers somehow else, then I think we are on the right track. 
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Robert, Mobile Master

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Hire someone that will answer the phone and make the triage? Automatically, it might be tricky. Or automatic triage, but that's easily "jumpable"
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Ivan, Mobile Master

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The agent would only assist with a priority issue. If the caller suddenly changes the issue once their call was answered, they'd be placed into a non-priority queue.