Do the people at virgin call centres ever pick up the phone ??

Question

have been on hold for 45 mins !!! has any 1 else had this problem ??

Answer 1

since this is a call center, their outsourcing must be from some where else. call centers receiver lots of calls valid and pranks every day. we you hear the sound it means that you are already on queue. all you need is to wait.

Answer 2

no phone has a God given right to be answered.

Answer 3

Like all call centres, they may be exceptionally busy or have minimum staff working on a Sunday. I used to work in a call centre myself some time ago and would tell people - the shortest queues were about 3pm weekdays (on our "shift changeover" with maximum operators working).

If you still have a message on hold, they haven't forgotten about you and your call will be answered in the order which it came in to the IVR call system. Just make sure you don't hang up and call back (then you will be at the end of the queue again) and if the automated on-hold system asks for your account details or phone number... make sure you DO enter it - Sometimes callers who do not enter these details may be moved back to the end of the queue again.

There is also the option in some centres where premium customers (people on a higher plan or higher status level) calls get answered as a priority, meaning most "ordinary" customers will have to wait longer, the QANTAS frequent flyer's' call centre is an example of this.  

I think we have all experienced lengthy delays on hold before, unfortunately there is not much we can do about it. Usually I find that weekends and weekdays after 5pm (when callers finish work and get home to call the company about their bill etc) is the worst times to call. Early weekday mornings - when they first open and about 7-8 hours later (the length of an operators shift) is a better idea.

Hope this helps (or at least they can play decent music on hold lol)!