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Change the 24 hours notice on the ask an agent page?

Status: Not For Us
by liamwli ‎14-04-2012 11:26

On the ask an agent page, it says 24 hours. Agents have been taking longer and longer to respond lately, so I think it should say:


Agents can take up to 48 hours to respond. On average they respond within 24 hours.


This will stop new customers getting annoyed waiting for agents to respond Smiley Happy


Kudo if you agree - giffgaff look at ideas with 10 or more kudos!



Status: Not For Us
Hi guys, I've checked in with the Service Manager who has confirmed our agents are responding to cases well within 24 hours, so this idea isn't needed, but thank you for your contribution and I look forward to your future ideas!
No, because on average it is 24 hours, all cases I've raised in the last week have obtained a reply in under 24 hours. The reply times are looked at by giffgaff and if needed be the time change will be announced in service updates Smiley Happy.
It sounds a fair request - but I am not sure of the facts here.
I ask a agent 2 days ago it took 2 hours ? It depends on what answer they need to find to solve the question
former giff-staffer

Hi Liam,


I'd be interested to know why you think the agents are on average taking longer and longer to respond on the majority of their cases and then I can feed this back to the team Smiley Happy


Kind regards,


perhaps the small print should include the agents 5 day SLA assuming it still is applicable

Doesn't matter, looks like they have speed up recently Smiley Happy

redux supporter

 hazel22 wrote:


I'd be interested to know why you think the agents are on average taking longer and longer to respond on the majority of their cases and then I can feed this back to the team


I think I could mention two cases gaining no response for 24 days rather than 24 hours, and 10 weeks to answer a question about the credit balance removed during the much delayed activation of a replacement for a faulty SIM, plus other issues. One support thread has been barred from access by me for more than 3 weeks now, and the bar happened while there were still issues surrounding activation.


But I think some of the staff are already aware of those and a couple of other details, and are leaving it to someone else ... 


I think that changing it would frustrate more people than it helps, if your phone isn't working or whatever then waiting 24 hour hours is a long time but setting a benchmark of 48 hours for a reply, I think most people would rather leave the network rather than wait that long for a reply from customer services.


Like the others I haven't seen the stats for agent response times so I couldn't even guess whether this was necessary or not so I can't support sorry.


I think that the main issue with agent response times isn't the response time to your initial query it's the response time to follow ups to that query, if you exchange five messages with an agent that could take up to five full days which I'm sure you'll agree does not cry out efficiency. 


The average time is 24 hours so I doubt this will be changed. Good spot though!