15-Minute Wait Time - Business Outrank

Hewlett-Packard (HP) has implemented a controversial policy that is a clear theft from customers’ time – all customers are required to wait for at least 15 minutes before they can speak to a support representative. As The Register reports, this was done in order to gradually redirect users to live chat or social media support that, according to HP, are more effective. As the company aimed to enhance the quality of customer service with the help of the digital channels, the plan did not work as intended. The policy was unpopular with employees who believed that top management was making decisions without ever having to deal with customers directly. This lack of connection resulted in the discontent of the personnel who had to apply a policy that they regarded as unfair. HP explained that the 15-minute wait time was to offer more digital channels, in a bid to solve problems faster and thus cut on the overall expenditure of the warranty services. HP also set a recorded message to greet callers before the main menu, to inform the customers that wait times are long and that they should consider using the other support channels. It kept on repeating the message through the wait time in an attempt to reduce the number of calls. Although HP called the decision a temporary measure to enhance the usage of online support, many customers felt cheated by the long hold times. The company sought to enhance efficiency through this measure, but the feedback indicates that it may have been more detrimental than helpful.

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