Selected a call back as I did not want to sit on hold. Said they'd call back in 8-11 minutes (awesome - not the point here). They called back in less than 3 minutes - I mean their robot called back in less than 3 minutes, then proceeded to put me on hold for 20 before a human came on, so WHY BOTHER with the call back feature at all? The point of having it is so your customer can go on about their day WITHOUT BEING ON HOLD - or am I missing the point?
Turn off the robot. Have the CSR call us when we are queued to the next available. That is how it should truly work - CUSTOMER SERVICE - customer centricity - service to the customer. Come on you guys - you are more than capable. Next level.
