| This is something most callcenter software has had since forever. It's about expectation management (usually the feature is named somewhere along those lines too), making the customer wait when it's quiet tends to make them less pissed when they have to wait at busy times. And also to differentiate paid support tiers. I have not however seen it used structurally as a disincentive to calling for support. I mean it has that effect obviously but in the cases where it was implemented I have not seen that be the actual goal. That's a different level of nasty again. As a former callcenter consultant, it was usually the bad companies that didn't care about their customers that wanted this implemented. The good ones just wanted the best they could offer and considered a 15 minute wait (even when it was simply due to high call volumes) a massive fail and an immediate need to upscale the team. As it should be. The biggest issue is often customers calling during lunch time when many agents themselves are out to lunch too. This can often be mitigated with good shifting and follow the sun support. Ps this is completely bullshit: > influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.” The reason they want customers to self serve is not because it's faster. It's because it's wildly cheaper. The cheapest support interaction is a customer self reading the documentation/kbase. Then come the AI agents, then chat with a real agent. Then far on top in terms of cost is a live call with an agent. This is because chat agents can and do handle multiple chats at the same time and often have the benefit of premade answer snippets. A live agent doesn't have any of that. However if the customer decides they want to speak to an agent it's definitely impacting their satisfaction trying to steer them elsewhere. The "it's faster" reasoning is just spin on what is essentially just poor bottom of the barrel customer service. |