![]() ![]() Let me note that there is really nothing theoretically uncertain here. The same article has the following tweet from a reporter. OK, so much for the tangent, what do you think they happened with customers? You’re right: They were annoyed and whined on social media. That’s a pretty cool service operations example. If the threat of an extra charge induces some calls to slide from 7pm to 4pm, the difference in utilization (and hence costs) gets more skewed. ![]() Assuming they are staffing to provide the same service level (e.g., average wait is less than some target), then the system will operate at a higher utilization during busier periods. For example, if you call outside of prime business hours (i.e., you call between 8pm and 10pm on weekdays and 6pm and 8pm on weekends), you also get hit with a 50p charge. So what do you think happens when customers are given the chance to jump the queue for less than a buck?īefore getting to that question, let me just note that EE has some interesting ways of managing their customer service lines. To save the Americans the trouble of Googling this, 50p works out to about 84¢. The 50p charge applies regardless of how long the call lasts. If you’re on a plan that includes standard charging for customer services at 25p, you’ll only be charged an extra 25p for priority answer – so the total for the call with priority is 50p. It’s always available so if there’s a queue, you can be moved towards the front – ideal if you’re in a hurry. Our priority answer service gives you the choice to get support even faster for just 50p per call when you call 150 and want to speak to customer services. It’s available to all customers on pay monthly and SIM only plans. Here is how it is described on their web page.įrom 6 August 2014 we’re also introducing a priority answer service. EE has a new service offering that I must admit is kind of intriguing. According to their Wikipedia page, they have around 28 million customers. But they are a major player in the United Kingdom with brands like Orange and T-Mobile. If you live here in the States, you may never have heard of the telecommunications company EE. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |