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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch (techcrunch.com)

submitted 4 months ago by L4s@lemmy.world to c/technology@lemmy.world

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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

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[–] deweydecibel@lemmy.world 19 points 4 months ago* (last edited 4 months ago) (1 children)

Then they hang up.

I've worked in a call center before and these things are not new at all. They've been around for a while, and at least in the place that I worked at, if the caller does not respond within the first 30 seconds, you're allowed to hang up on them and move on to the next person waiting in line.

Keep in mind, the representative you're speaking to didn't make you wait in the call queue, the company did by not hiring more representatives to answer the influx of calls rapidly. When you make the representative wait for you, you're hurting their call times, which gets them in trouble, and makes everyone else waiting in the call queue have to wait longer.

[–] modeler@lemmy.world 3 points 4 months ago

Which, will also hurt the call center manager, until they hire enough staff to answer the fucking phones in less than 30 minutes.