Customer service call backs

[Plsdiscuss]

I rang Nat west. After 10 mins wading through the automated messages and hold music, an automated voice told me I had a 25 minute wait to speak to someone. I could either wait or request a call back from an advisor.

I requested the call back.

35 mins later the phone rings. An automated voice telling me I'm on hold to speak to an advisor. Another 8 minutes later, I finally speak to a human.

The call back is a good idea, but AIBU expecting a human to do the call back and not to be called to be put on hold?

YABU - the call back system worked, as it meant you weren't on hold for 35 mins. The additional 8 mins would have happened anyway.

YANBU - The call back should have been from a human, not a machine putting you on hold.

Thats very bizarre i would have thought it a scam and hung up.

I would have thought that the call back should be generated by an actual person rather than automated, but at least you're on hold on their phone bill rather than your own.

Might be they initiate the next call back when they start the current call, so there is no time wasted at their end.

I see your point entirely, however, I’d just have been grateful to be able to speak to someone eventually.

the level of customer service received via telephone etc is an absolute disgrace in this country. The messages “everything can be done in our websites” are utter lies.

there are many instances where only a phone call will suffice, yet they’ll happily let us troll through websites for information etc knowing full well it’s not there.

it’s an absolute travesty and they’re getting away with it

It's probably an automated dialler
We use them at work
So the phone beeps and it's made an outbound call and the customer is there, I don't choose to ring them

If only someone would invent a technology that allowed you to put your query in a recordable form at your convenience, and then send it to an organisation to deal with at their convenience.

I'm beginning to suspect my 1970s teachers verdict: "It'll never catch on".

My HSBC banking app lets me drop a chat message and i can log out of the app. In around an hour or less i get a response notification, sign in to app and read their reply. If more questions are needed then someone replies in chat within minutes.

Yabu but only because you don’t understand how it works. There’s a system that does it.

As people near the end or end their calls the system will be calling the next people in the queue. Many people won’t answer so it will be calling multiple people. The next chunk of people in the queue.

You end up in another queue because several people may pick up before you, the people available went to the loo, Took longer to do their notes and so on.

You were always in a queue, but you just weren't sat in it.

If they waited for each call agent to finish their call, go to the loo or get a drink or whatever, then start dialling people individually, going through the list until someone answered you would wait ages for a call back. Longer than an extra 8 mins