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HP ditches 15-minute wait time policy due to 'feedback' (www.theregister.com)
submitted 2 years ago by to c/technology@lemmy.world
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[–] 24 points 2 years ago (7 children)

HP is in no way alone in doing this. This is an industry standard. Call centers are critically understaffed and under supplied on purpose. Call centers do not generate income, and the more customers that reach an agent, the more the call center ultimately costs to operate.

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  • [–] 5 points 2 years ago (6 children)

    Nah, call centers do generate income because they force their support agents to try to up sell you on other products and services.

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  • [–] 7 points 2 years ago (5 children)

    Only when they have something to sell. That's not as common as you'd think.

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  • [–] 4 points 2 years ago (4 children)

    Having spent the first 8 years of my career in a call center, it's fairly common.

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  • [–] 5 points 2 years ago (3 children)

    I’ve spent the last 15 years in call centers and only spent 1 year on a line of business that involved upselling. There’s plenty of lines that don’t. Yes it is common but it’s just as common to not.

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  • [–] -3 points 2 years ago (2 children)

    Right, but that's just your experience as an agent. I was the one managing all of the campaigns for a global call center in the dialing platform, building the IVRs, etc, so I got to become familiar with many dozens of campaigns. Even ones that were supposed to just be customer service usually had something they were supposed to push.

    Like was said, only customer service doesn't generate revenue, so companies often try to recoup that cost.

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  • [–] 2 points 2 years ago

    Even ones that were supposed to just be customer service usually had something they were supposed to push.

    True, which i failed to push when i was doing it 'cos the last thing a bitching customer wants is Hey, what about buying a new product? Then i got a real job.

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  • [–] 1 point 2 years ago

    Where did I say I was only an agent the whole time? I’ve been in a dozen roles at varying levels. Once again, sometimes generating revenue isn’t the point. Sometimes delivering a service or even just retaining customers is.

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