To ask you to report "unusually high call volume" messages so we can minimise them?

[achangewoulddougood]

I won't mention any particular companies here, but I know we've all had this; waiting on hold for what feels like eternity trying to sort simple issues. I saw this on another thread yesterday and it really chimed with me, as I feel most big companies are going the way of the automated check-out by cutting workforce. This puts extra load onto those who stay with no benefit and aims to make complaining so hard customers don't bother and give up - a win-win for the big guys. It invariably results in increased anger, encourages poor service and lower value product for all. So, there's my pre-ramble!

Here's the link https://www.moneysavingexpert.com/report-high-call-volumes/

what will “reporting” do?

Private businesses can conduct their telephone lines as they wish

and if customer isn’t happy… they go elsewhere

No apparently there's some financial conduct rules about having working customer service. You say "go somewhere else" like we haven't got monopoly's or oligopolys massively at play here.

If your water company does it well tough there's only one in your area.

If all the bank do it what will you do?

They all play to the lowest common denominator so it must be regulated. Don't give up so easily

Having only read the Martin Lewis tweets about this, I think the point is a company isn't allowed to advertise they're having an unusually high call volume if actually this is now their normal call volume. It means customers are misled into thinking this is temporary when it actually isn't.

I agree with trying to end this madness

It's like they think we are stupid!

They just seem to be standard now. "We are experiencing high call waiting times... You may find it easier to use our website... Seriously, you'll be waiting ages, use our website... No? Fine. You are second in the queue."

Fantastic, I had no idea it wasn't allowed!