A remarkably unremarkable phone call

A dreadful, but no doubt utterly normal support call to HP – posted with captions commenting on what is going on.  It’s probably most depressing for being completely unsurprising.

Call summary:

  • proportion of call spent listening to hold music:  16%
  • proportion spent talking to a computer:  15%
  • proportion spent looking for and reading out serial numbers and model numbers:  44%
  • proportion spent talking about the customer’s problem: 16%
  • progress made towards resolving customer’s problem:  none

As ever, embedded video visible from proper computers, but not from DOI.

Comments

  1. Marvellous. We should record and comment on our calls to support centres as standard. How would the DWP fare? Pretty badly three years ago, rather better now I suppose…do you record these sorts of observations routinely?

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