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Priority Call Centre Service for Certain Account Issues


Userlevel 7
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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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Userlevel 7
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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!
Userlevel 7
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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?
Userlevel 7
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Robert wrote:

It should be important that people don't take advantage of that system to go in front of everyone...

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. 
Userlevel 7
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Robert wrote:

It should be important that people don't take advantage of that system to go in front of everyone...

Hire someone that will answer the phone and make the triage? Automatically, it might be tricky. Or automatic triage, but that's easily "jumpable"
Userlevel 7
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Robert wrote:

It should be important that people don't take advantage of that system to go in front of everyone...

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.

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