My old person trait is that I think 'ghosting' is completely unacceptable and you owe the other person a face-to-face conversation.
this post was submitted on 05 Jul 2023
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Don't you think you could both be victims? Waiting for ages listening to a 13 second loop of music interspersed with "your call is important to us" might make people a bit more angry?
You should be mad at the people who gain financially from it, and could make it better for you and the customers, but might have to skip that third yacht for little Timmy.
Right? I see a very easy solution to this, which is, instead of telling the person to sit there and wait under the threat of losing their place in queue if they're not available when the magically shitty music stops playing, to just have the costumers state their name and problem and to then let them go on their way and have the call center itself call back the costumers once their queue position comes up.
But of course. Capitalism.
My company does hold callbacks. The system calls you back when your wait is done. So at least that is more pleasant.
I have very little faith that a lot of these people would be any more pleasant. My time spent over the last year in the chat department at my company is a major reason why. Chat, unlike phone, has little to no wait time usually. But maybe something about written word makes people even more vitriolic.
Of course I am upset at our staffing policies as well, and the company who is at the whim of the shitty investors.