Have had problems with contacting Plusnet by phone for some at least 18 months now. Waiting times up to 30 minutes. But this week they excelled themselves - 45 minute wait to try and upgrade my service! I can understand longer waiting times for support, but to wait 45 minutes to give them more money is taking the "P".
They claim it's because of the BT takeover, but it was bad long before that. It seems that Plusnet can't differentiate between sales and support and just filters all the calls through the same routing...
I've set up contact centres - it's not rocket science. You set up the call queues to favour sales enquiries - particularly if you're about to launch a major campaign. And you can monitor the call queues, waiting times and processing times in minute detail so they cannot be unaware of the situation!
And don't believe the stories about "we're recruiting and training more staff". It takes a maximum of 6 weeks to train a basic customer service agent - not 18 months. They're just letting the calls stack up to keep their costs down.
Let's hope when BT brings their contact centres back onshore they also incorporate the Plusnet one... even BT's waiting times are better than Plusnet and that's saying something.
Plusnet, you should hang your head in shame. It's not difficult to provide a much better service than this!
They claim it's because of the BT takeover, but it was bad long before that. It seems that Plusnet can't differentiate between sales and support and just filters all the calls through the same routing...
I've set up contact centres - it's not rocket science. You set up the call queues to favour sales enquiries - particularly if you're about to launch a major campaign. And you can monitor the call queues, waiting times and processing times in minute detail so they cannot be unaware of the situation!
And don't believe the stories about "we're recruiting and training more staff". It takes a maximum of 6 weeks to train a basic customer service agent - not 18 months. They're just letting the calls stack up to keep their costs down.
Let's hope when BT brings their contact centres back onshore they also incorporate the Plusnet one... even BT's waiting times are better than Plusnet and that's saying something.
Plusnet, you should hang your head in shame. It's not difficult to provide a much better service than this!























