"All of our agents are currently busy..."

Davesquire

No they are not! [Insert company name] simply doesn't pay for sufficient customer service - despite your millions of profit. 
Why do we have to accept such a misleading statement - whether banks, insurance companies, large retailers or any other business?
COVID isn't an excuse. Call centres can operate from home whilst isolating. Many do.
So why doesn't [insert whichever supposed consumer protection body - as that is as confusing as anything else] do something about it and stop this lie?

oldagetraveller1

The statement is probably correct because they don't employ sufficient staff to handle calls. Those that are "busy" probably are for exactly that reason.

Possibly a good proportion are still "working from home" but watching daytime t.v. instead?

user1977

Welcome to the Consumer Rights forum. You don't have a consumer right to have your call answered. Would you prefer the good old days where you just got an engaged tone?

400ixl

oldagetraveller1 said:

Possibly a good proportion are still "working from home" but watching daytime t.v. instead?

With the way these call centre software systems work, even when the staff are remote, that is highly unlikely. Those systems monitor processes down to sub second. Everything from availability, time to answer, time to complete call etc are all very actively monitored and analysed.

sheramber

That statement was used before covid. 

Employers do not want to have staff sitting idle waiting for a call to answer  so limit their staff numbers so that the staff are kept busy all the time.

Aylesbury_Duck

Just take your business elsewhere.  Ultimately, it's the only way to get the service you want and play your part in changing companies' practices.

Sandtree

Davesquire said:

No they are not! [Insert company name] simply doesn't pay for sufficient customer service - despite your millions of profit. 
Why do we have to accept such a misleading statement - whether banks, insurance companies, large retailers or any other business?
COVID isn't an excuse. Call centres can operate from home whilst isolating. Many do.
So why doesn't [insert whichever supposed consumer protection body - as that is as confusing as anything else] do something about it and stop this lie?

We generally accept it because we'd rather pay £500 for our car insurance rather than £505. When people buy on price alone the consequences are service levels are cut. Having another contact centre agent isnt just their £11/hr salary but their pension, managers, IT, helpdesk, auditors etc.

Regulators only apply to the minority of businesses and generally if they are lean and cheap or full service and expensive are a decision for the business and not for the regulator to enforce.

Ergates

Davesquire said:

No they are not! [Insert company name] simply doesn't pay for sufficient customer service - despite your millions of profit. 
Why do we have to accept such a misleading statement - whether banks, insurance companies, large retailers or any other business?
COVID isn't an excuse. Call centres can operate from home whilst isolating. Many do.
So why doesn't [insert whichever supposed consumer protection body - as that is as confusing as anything else] do something about it and stop this lie?

So.... the statement isn't a lie then, all their agents *are* busy.   That they're busy because they're short-staffed doesn't make the statement untrue.

Your complaint should be "Why don't companies hire more staff for their call centres" rather than "Why are they lying to us".

k12479

Davesquire said:

...despite your millions of profit....Why do we have to accept such a misleading statement...

Talking about 'millions of profit' without any reference to turnover is also misleading.

sheramber

No different to queuing in the bank- when there is branch to queue in. 

Queueing in the supermarket when all the tills are busy, or the Post Office, or at the fuel station when all the pumps are being used,  or in the pub waiting to be served.

Why should call centres be on demand?

mark_cycling00

A single customer service agent can deal with 3x more customers through online chat than on the phone.
If more people used the chat tools then there could well be enough agents available.