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TSI Andre
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join:2008-06-03
Chatham, ON
kudos:24
reply to jtl999

Re: Please get new hold music

We already have a callback option. The issue is that its currently manually enabled or disabled. Ideally, it should offer one automatically based on the queue wait time...

Example, if Wait time is larger than, lets say, 10 minutes, offer callback.

I briefly looked into this before but it may not be a bad idea for me to bring it on the front burner.

PROJECT ACCEPTED
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog


Guru

join:2008-10-01
kudos:2

You also have to have the agents available to call out bounds and if the calls are pouring in, it just makes it worse!!!!



TSI Andre
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Having agents set aside for callbacks is counter-productive a bit. If we had available agents, we would put them in the queue so they could answer the calls so people wouldn't have to take callbacks.

We do have an outbound team which action ticket callbacks and such... This way, we are not tying down associates that are answering calls.

Its a good idea, but at this point, we just need as many people on the phone...
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog



jtl999
CEO of Actiontec Dev Team

join:2012-11-24
In the GVRD
kudos:4
reply to TSI Andre

Your welcome.



Perma

join:2011-12-20
reply to LondonOntGuy

I've never had to call in, the direct forum is amazing.


LondonOntGuy

join:2004-05-12
London, ON
reply to LondonOntGuy

What about classical music? I would assume majority of it out there is public domain so that wouldn't be an issue, would it?

Perhaps hearing that could help calm down irate customers. You know, like when a Bell tech guy pulls a no-show and leaves the person wondering what happened.



noemails

@bell.ca
reply to TSI Andre

you dont have an agent watching over the queue....aka qmon...that person should have the ability to turn off or on the call back feature. that person should also be watching the talk times of agents and have the ability to listen in and sede which agent is a deer in the headlights on a call and direct them in the correct direction or send over a floor walker to resolve the issue or pass it upto your second line of agents....



TSI Andre
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1 recommendation

reply to LondonOntGuy

Quite honestly no matter what I do, some people won't like it. Maybe I put classical and then someone complains about that.

I suppose that music is do for a refresher. Ill take a look. No promises



TSI Andre
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reply to noemails

We already have that in place. The next
Step is to automate it!


koreyb
Open the Canadian Market NOW

join:2005-01-08
East York, ON
Reviews:
·VMedia
·Rogers Hi-Speed
reply to LondonOntGuy

There is no way to make everyone happy. Don't even try... You put on Classical, people will hate it, put on ROCK, others will complain. POP or AC.. same thing. Hopefully you can get the patch so Sirius can be used. As long as it's not the same song over and over and over, that's all I care, which was an issue with TSI there for a bit.

I'm not calling to listen to music, I'm calling to get help. If your calling to listen to the hold music, you really need to look at yourself as needing a change, not the music.



TSI Andre
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reply to LondonOntGuy

I could always use my deep, announcer like voice and do sign-alongs


Guru

join:2008-10-01
kudos:2

Do it! Record it! Upload on lemon stuff lol



TSI Andre
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LOL!

I will sign a fast-paced song slowly and with a deep voice. LOL



TSI Pierre
Baby, Wanna see what 300Gigs looks like?
Premium
join:2011-09-23
Chatham, ON

1 recommendation

OMG.... Please don't



TSI Andre
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said by TSI Pierre:

OMG.... Please don't

I'll record it from your office!


TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33

Do the bird song


Guru

join:2008-10-01
kudos:2

Stop it guys! I can't bear it anymore..it's too loud in here!!



jtl999
CEO of Actiontec Dev Team

join:2012-11-24
In the GVRD
kudos:4
reply to TSI Andre

My friend can make a dubstep mix.



XNemesis

join:2002-11-16
Kitchener, ON
reply to LondonOntGuy

Request placed for "I love you" by Barney & Friends


Cloneman

join:2002-08-29
Montreal
kudos:4
Reviews:
·TekSavvy DSL
·Bell Fibe

said by XNemesis:

Request placed for "I love you" by Barney & Friends

That song was stuck in my head once or twice, and it was weird, it felt like my brain was playing it autonomously, even if I tried to drift away in thought. I had to proactively really think hard about something else to get it out. Same thing with stupid clean up song.

On a more serious note perhaps TSI could offer more variety via royalty free options which must exist somewhere

or create a mix in fruity loops or something ;P


Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC
kudos:23
reply to LondonOntGuy

I remember the good old days, when the hold music was half static and half poorly tuned local radio
--
Developer: Tomato/MLPPP, Linux/MLPPP, etc »fixppp.org



TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
reply to Cloneman

Haha Thanks to your post I now have the clean up song in my head and felt the urge to give me desk a wipe down!

Clean up clean up everybody everywhere.
Clean up clean up everybody do your share....

-_-