Been in the queue for 19 minutes and counting....

[aksales]

Howdy, Jason again from Alaska Sales and Service. I was just wondering if anyone else has noticed that the queue time trying to talk to support(expecially hardware) has been extrememly long. Like I had stated in the subject the total time to call in a dead monitor was little over 24 minutes, with 19 of them just waiting in the phone queue.

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[Matt Parsons]

Jason, I am very concerned over this experience you have had. I have forwarded this information to John Grady (our Customer Interaction Center Manager) for further review.

As a point of clarification, EDS ARG tracks many metrics in relation to our 'call center', of which one is speed to answer (how long it takes for us to pick up a call). We currently have a goal of answering 80% of the in-bound calls in 2 minutes or less. We have consistantly met (and often exceeded) this metric over the past several years.

I am sure you will be hearing from John and/or his staff to further explore this situation.

Matt

[aksales]

Boy it took a little searching to find this again. Anyway I just wanted to let you (Matt) know that I had to call four times today and I was in the phone queue for over 15 minutes for the first call (businessline)12:15 AK Time. Second was to hardware about 4pm AK Time, with a 35 minute wait. Had to hang up. Called back about 5 minutes later again to hardware and pressed one for "system is completely down". In queue for another 15 minutes, till I again had to hang up. Fourth call of course came after 5 PM AK Time, and the lines are closed. I have a job that someone sent to dump, which I know is not a good thing. Anyway I will kill it, and hopefully not cause more problems.
I have noticed over the last few weeks that phone queue times have been increasing. Hopefully you can convince someone that this is not a good thing.

Thank you.


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Jason Wilhelm
IT Support Specialist
Alaska Sales and Service www.aksales.com

[This message has been edited by aksales (edited 09-29-2003).]

[Matt Parsons]

Jason, I have passed this to our VP of Operations (John Grady). We are a bit perplexed in that our metrics are not showing wait times anywhere near these numbers. Now, I certainly am not saying you didn't experience this, and John is digging in to see if something is going on with our phone switch and software that disburses calls.

[Richard]

I have to agree with Jason, I was stuck in the Que last week for 30 minutes with a printer issue, I finally gave up, and figured it out on my own.

[aksales]

Matt,
I have been in the queue for fixed ops for over 20 minutes now. Can you please look into why this is happening? Also I wanted to mention that more often then not when we (Carol & I) call we are on hold for over 5 minutes. I am not sure if you have decreased the support staff if so, it unfortunately shows.

Also I was wondering if it would be possible for EZ Forms to have their own prompt. It is kind of a hassle to call fixed ops (hold time) just to get on the phone and have to be transferred.


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Jason Wilhelm
IT Support Specialist
Alaska Sales and Service
www.aksales.com