So I have a question about my AT&T Wireless account. I go on "chat" via the website....talk to the virtual assistant and keep asking to chat with a real person...Finally it tells me "no agents available". This is 10AM EST. Where's the agents?
So I try again....This time it tells me "You're on our list! Your wait time is approximately 15 minute(s)"....First thought - you couldn't program it to say 1 minute or minutes?....SO I wait...20 minutes later, I get "Your approximate wait time is 14 minutes"....20 minutes to move 1 minute up.
We used to have great customer service....In the "old days", I would have gotten a US based agent on the 1st try...This is pretty sad.
6 replies (most recent on top)
I guess their robots were on strike that day and all the people with master of computer science degrees and accountants were busy working on something more important that trying to keep customers.
yep typical story I hear all the time and I cleansed my self of the nwo cesspool att slime and don't buy anything. I would recommend finding a company that actually wants to provide service.
I was recently out on hold at ATT for an hour and fifteen minutes. I finally hung up. The call started at 8pm. The next morning I received the NPS text about my service from the representative. I didn’t respond to the text because I had nothing nice to say.
This what we now call service? No wonder we are losing customers.
A chat agent, many in Philippines, handle 4-5 chats at a time. This allows agent to reply to one while others enter text. Chat is paid for contacts, after you abandon chat, connected for 60 seconds, chat is paid.
https://www.latimes.com/business/story/2020-11-10/column-coronavirus-high-call-volume
Here's why
10am EST is late night over in India. Agents are sleeping.