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Thu, Jun 24, 2021 12:10 AM

ON HOLD FOR 1 HOUR and 10 MINUTES, NOT OK!

I have been on hold for 1 hour and 10 minutes now waiting to talk with someone about my system. Totally disappointed in this. Not ok by any means. Get some more help or take my number to call me back.

Captain

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4.6K Messages

1 y ago

@daryl.flem if you post your question or issue possibly someone here in the forums could assist?

Advocate

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108 Messages

1 y ago

I agree that there needs to be a call back system in place.  A large majority of the complaints on here are people complaining about having to wait to speak with someone.  That seems like low hanging fruit for a process improvement.

1 Message

1 y ago

Similar complaint. Held for almost 45 minutes before I had to drop. Irritating. Very poor customer service.

Community Admin

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2.9K Messages

1 y ago

hondaman88,

The problem with a callback system is that we still need humans to take care of them - taking them away from the inbound line. In a previous era, our Support team did have a callback system in place. But they have since prioritized live calls. In theory, most customers won't need a callback if we could just take care of you immediately!

Unfortunately, we've been hit with unforeseen factors due to recent times, like a lot of other companies across the country. We've got our smartest folks hard at work on it, but it will take time.

In the meantime, I truly believe that it's an opportunity to grow our community here on the forum. There are always going to be issues that absolutely need to be resolved by our agents over the phone. But there's a lot of things that I - and our fellow forumers - can help with here instead.

- Johnny M.
SimpliSafe Home Security

Captain

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4.6K Messages

1 y ago

@Johnny M. while I symphasize with Simplisafe's position, your (and managment's) explanation on why you don't use a call back system, in my humble opinion, doesn't stand up to logic, hold water as they say, especially with my  past experience.

When call times are high, and experienced, trained agents are in short supply, a call queue that is an hour, for example, is an hour if you are on hold, or, if you reqest through an automated system a call back. Either way, its one hour.  The difference (and I know you know where I am going with this) is if I am on hold,  I am listening to the SS elevator music and getting angrier by the minute. If I request a call back, I can get on with my life (read, watch TV, sleep...my favorite, just ask my wife) and then my phone rings when its my turn. Either way, the work load on the agents is relatively the same, the wait time for the customers are the same, but with requesting call backs, much better for the customer and in turn, better for your agents.

And, having managed call centers, this is one of things that can do some heavy lifting for you and your team. Finally, when I call in to test the wait times. Google's new "Google Assistant Hold for You" feature accomplishes the exact same thing.  I tap the activate button and GA is kind enough to announce when your agent is on, after 5 minutes or 5 hours.

Soooo, get your nice new phone system you paid top dollar for to work the way it was designed, and implement it asap.

Have a great week.

Advocate

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108 Messages

1 y ago

I agree with Captain.  Not sure it's any different if the system holds my place in line or I actively sit on hold.  But giving someone the option can't hurt.  I have been pleased with other companies that have such a call back system implemented.  I can continue working without having a phone stuck to my head.  Perhaps do some benchmarking with a cable tv or insurance company that both deal in high customer calls.