The average is for a good, functioning call center. Their understaffed shitshow is experiencing more calls in relation to amount of staff than they are prepared to.
It’s still better to hear this lying message and then be kicked off than when they have you talk to the robot that tries to understand what you want but can’t and then ends up telling you what movies are playing right now in Singapore for some reason.
If everyone you measure the number of calls you get is higher than the previous measurement then it is easily possible. Y’know day 1 you get one phone call, day 2 two, etc. Than you will consistently have higher volume than average… Technically
Sure you can. If the average is over 24 hours, then any time the phone line is open they’re getting higher than the average number of calls. X2 if you include weekends and holidays.
You can always be getting a result above average in a series of numbers as long as the nth number is significantly greater than the previous ones. For example, f(x) = x^2 would always be above average for every next number
The nomenclature I always hear is, “Experiencing a higher than expected call volume,” and since no one can prove how low their expectations actually are there is no crack in which to insert the prybar of legal complaint.
The odds of ever needing to call customer service for a product or service weigh heavily in my decision to buy it.
And every support line needs a “direct to tier 2 support” option. I don’t care if every caller chooses it. If I wanted tier 1 support I would be on the website.
In my company I directly escalate all issues no matter how small. They had to ask me to stop that after I escalated an issue due to an unplugged power cord.
It’s the average they calculated they’d get in order to allocate the minimum budget and personnel to what the “normal” calculation would be and only inconvenience the customer when it rose about that amount.
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