scottishpower telephone waiting times

FR_262

I've just tried to phone scottish power.

I was told there's a long queue and would I like to hold or request a ringback. I was told I wouldn't lose my place if I requested a ringback.

The automated voice said that they would ring me back in 1 hour 40 mins to 2 hours 31 mins.

From this I can conclude that I would be left holding for over 2 1/2 hours, if I chose to hold.

I'm going to change supplier.

WTFH

FR_262 wrote: »

The automated voice said that they would ring me back in 1 hour 40 mins to 2 hours 31 mins.

From this I can conclude that I would be left holding for over 2 1/2 hours, if I chose to hold.

I hate to be pedantic, but if they said they would call back in 1 hour 40 mins to 2 hours 31 mins, you could conclude that you would be left holding for 1 hour 40 mins to 2 hours 31 mins.
While the maximum time is "over 2 1/2 hours" by one minute, you might also be on hold for considerably less time than that.

wealdroam

FR_262 wrote: »

I've just tried to phone scottish power.

I was told there's a long queue and would I like to hold or request a ringback. I was told I wouldn't lose my place if I requested a ringback.

The automated voice said that they would ring me back in 1 hour 40 mins to 2 hours 31 mins.

From this I can conclude that I would be left holding for over 2 1/2 hours, if I chose to hold.

I'm going to change supplier.

I don't think that is a fair conclusion at all.

It may well be that that will deal with all the people in the queue first before attempting any ringbacks.

If you chose to hold, I cannot see how you can even guess how long you would be on hold unless they told you that separately.

FR_262

WTFH wrote: »

I hate to be pedantic, but if they said they would call back in 1 hour 40 mins to 2 hours 31 mins, you could conclude that you would be left holding for 1 hour 40 mins to 2 hours 31 mins.
While the maximum time is "over 2 1/2 hours" by one minute, you might also be on hold for considerably less time than that.

You're quite right! I was in a tizzy when I wrote that.

FR_262

wealdroam wrote: »

I don't think that is a fair conclusion at all.

It may well be that that will deal with all the people in the queue first before attempting any ringbacks.

If you chose to hold, I cannot see how you can even guess how long you would be on hold unless they told you that separately.

There was an automated voice that told me that.

mrcow

Out of interest, did they ring you back in time?

bod1467

Was it a freephone number? A geographic number? Or an 0845/0870 number?

SimonSays

If they use Avaya/Vodafone Queuebuster then the system will connect you to an agent when based on previous data when the call centre is quite. Hense it predicts that time.

pmduk

It could even be that they have a separate team making outbound calls and the waiting time reflected their workload.

forgotmyname

If lots of people think sod that and hang up you may have been connected quite quickly.

Trying to think who used to have a countdown. You are caller number ##. Sometimes it would be one less other times large jumps as people got sorted quickly or hung up.

FR_262

mrcow wrote: »

Out of interest, did they ring you back in time?

No they didn't.