155 Data Helpdesk

[Skeptik]

OK, your call was muted while the agent made another call and NOT put on hold, that's why it sounded like you were cut off and did not hear the 'nice' music.

Next your gonna tell us that the on-hold music sounds exactly like the engaged tone LOL
It seems like operator discipline problem to me!

 

[vodacom3g]

Next your gonna tell us that the on-hold music sounds exactly like the engaged tone LOL
It seems like operator discipline problem to me!

Skeptik, won't you PM me the time and number you used for the call back please? The one in your sig.

While we're on a roll with 'fixing' call-back, I need more numbers and time of the call to do a trace.

 

[ic]

Skeptik, won't you PM me the time and number you used for the call back please? The one in your sig.

While we're on a roll with 'fixing' call-back, I need more numbers and time of the call to do a trace.

LOL good one I am also curious to know the date & time considering that Skeptik has not been using Vodacom for data for quite a few weeks now, but nothing is impossible I guess...

 

[lilDeath]

A little OT here , but where and how do you guys record all those calls.

You must have some SUPER data storage machines. And how long does Vodacom store the calls for?

Trust me, my friend, they do not play around!!
They have some seriaas hardware!!

 

[vodacom3g]

Trust me, my friend, they do not play around!!
They have some seriaas hardware!!

Yes, it's all recorded to disk. I initially thought it might be mag tape, but all goes onto use SAN's.

 

[snap]

155

I remember a couple of months ago hearing there was going to be a new call centre which would improve answer times on calling 155 - what happened?

I have been hanging on for 35 minutes and still no answer. 3 days ago tried the "we will call you back" because I got bored after 45 minutes of holding on. I still havent received a call.

It just isnt acceptable!

 

[snap]

Well I gave up after an hour of hanging on - guess its one way they keep support calls down, just don't answer them!

Wonder if the time taken to answer a 155 has anything to do with the average talk time of a cell phone? Also wonder if anyone at vodacom ever looks at the logs of how long their poor suffering users hang on!

 

[ic]

I remember a couple of months ago hearing there was going to be a new call centre which would improve answer times on calling 155 - what happened?

I have been hanging on for 35 minutes and still no answer. 3 days ago tried the "we will call you back" because I got bored after 45 minutes of holding on. I still havent received a call.

It just isnt acceptable!

v3g did tell us that the new call centre recently went operational, but it will take time to get enough trained staff to reduce the call waiting times in the ~800 unoccupied seats...

My understanding of the current working of the # callback on (082)155 is that it only works near the start of the call [blurb about your call being recorded] - IMO it needs to be changed to be available at anytime whilst on hold in the IVR system...

 

[vodacom3g]

I remember a couple of months ago hearing there was going to be a new call centre which would improve answer times on calling 155 - what happened?

I have been hanging on for 35 minutes and still no answer. 3 days ago tried the "we will call you back" because I got bored after 45 minutes of holding on. I still havent received a call.

It just isnt acceptable!

Did you call from a mobile number?

Won't you PM me the number you called from and the aprox. date/time? We can then do a trace to see why the call-back did not work.

What was the actual problem you called about in the first place?

 

[snap]

I got a call back - amazing!

v3g will start a new thread with the actual problem once I can give a few more details.

 

[MyDraadloos]

Well my GPRS has improved and the Vodacom network engineer has kindly borrowed me his old 3G card to test till next week. (R2 p/MB of Pre-paid .... Eish!)

There is however two more things I would like them to attend to.

1) Some sort of refund / credit for the "bad" data I used. Due to the bad state of the connection.

2) I want them to get rid of the Pet Shop Boys song they use on their IVR. I think it is insulting to customers calling for customer service. The actual full title of the song is "I do not know what you want, but I can't give it anymore". I should know, I gave my ex-wife a copy, she did not see the humour in it either.

Peace

 

[vodacom3g]

Well my GPRS has improved and the Vodacom network engineer has kindly borrowed me his old 3G card to test till next week. (R2 p/MB of Pre-paid .... Eish!)

There is however two more things I would like them to attend to.

1) Some sort of refund / credit for the "bad" data I used. Due to the bad state of the connection.

2) I want them to get rid of the Pet Shop Boys song they use on their IVR. I think it is insulting to customers calling for customer service. The actual full title of the song is "I do not know what you want, but I can't give it anymore". I should know, I gave my ex-wife a copy, she did not see the humour in it either.

Peace

Forwarded both last night, and saw the instruction to change the song come through from management at 1:40 this morning.

 

[MyDraadloos]

Forwarded both last night, and saw the instruction to change the song come through from management at 1:40 this morning.

Oh my, never thought they would take the second one seriously, but them again I am not sure what their motivation was for using it in the first place.

Was just thinking that that out of all the millions of songs they could have chosen, they had to choose that one. Frankly I would rather listen to Vivaldi, at least it would calm your customers.

Music sooths the savage beast.

 

[chiskop]

Forwarded both last night, and saw the instruction to change the song come through from management at 1:40 this morning.

Well done, and at last!

 

[vodacom3g]

Oh my, never thought they would take the second one seriously, but them again I am not sure what their motivation was for using it in the first place.

Was just thinking that that out of all the millions of songs they could have chosen, they had to choose that one. Frankly I would rather listen to Vivaldi, at least it would calm your customers.

Music sooths the savage beast.

On this point, what kind of music would be preferred? I also suggested instrumental stuff, with as little connotation to anything as possible....

As a fan of Vivaldi, I get peeved when the Four Seasons always plays in the mansion of the Super Villian.....a bit like Bach in Dr. Frankenstein's pad.

 

[kaspaas]

On this point, what kind of music would be preferred? I also suggested instrumental stuff, with as little connotation to anything as possible....

As a fan of Vivaldi, I get peeved when the Four Seasons always plays in the mansion of the Super Villian.....a bit like Bach in Dr. Frankenstein's pad.

It is amazing how many people use "aggressive" music on their switchboards.

I agree that some kind of smooth classics is quite often excellent. What I can't take is multi-million rand worth corporates to stingy to buy rights for more than a 30second clip - which is being repeated 24 hours of the day, no matter when you call them.

My 2cents worth is that a corporate should provide a music track of at least twice the average "please hold the line" time. At least one won't get bored with the same music repeating.

If one calls a wekk later, you have forgotten the music one has heard the previous time.

 

[MyDraadloos]

On this point, what kind of music would be preferred? I also suggested instrumental stuff, with as little connotation to anything as possible....

As a fan of Vivaldi, I get peeved when the Four Seasons always plays in the mansion of the Super Villian.....a bit like Bach in Dr. Frankenstein's pad.

I am sure it is difficult to find something that appeals to everybody or most of the people, but I am very sure that that specific Pet Shop Boys track never appeal to any more than a handfull of people.

I bought a few of then at Musica for R5 each and gave one to each of the people I did not like.

/me thinks that instrumental music is the safest option and it does not have to be 300-years old. There is some very good contemporary intrumental music and film soundtracks.

My sincerest apologies to Neil Tennant.

 

[Skeptik]

Perhaps the music should be picked to sound best on the limited phone line frequency bandwidth used by Vodacom.

 

[ic]

How about supporting the local SA music industry [please no hippity-hoppity or garage music]. Maybe some Springbok Nude Girls or Just Jinger - something along those lines.

PS: Please don't play music from anyone that has ever participated in IDOLS - not even if they have won.

 

[kaspaas]

How about supporting the local SA music industry [please no hippity-hoppity or garage music]. Maybe some Springbok Nude Girls or Just Jinger - something along those lines.

PS: Please don't play music from anyone that has ever participated in IDOLS - not even if they have won.

I can hear Miriam Makeba followed by the Balketoe Boereorkes

But I do agree - local talent needs more support!