Social Media Complaints to Telco Provider

Spark call staff hang up on customers to meet company call targets?

Spark's Facebook page is littered with complaints, many from angry
customers who have been hung up on after waiting hours on hold to talk
to someone in customer service. Are Spark call staff hanging up on
customers to meet company call targets?

Many call centres set targets for their staff including how many calls
they must take each hour and the maximum amount of time that they can spend on each call. It is no wonder that so many Spark customers are upset at being hung up on 'accidentally' after waiting hours on hold.

"Every time I ring up I'm transferred at least 3 times before I get
hung up on" says Michaela in a typical Facebook post.

"An hours wait just to be hung up on before I even get to speak to
anyone!!" another customer Missy said.

Alisha states " 1 hour 19 minutes waiting and the call was
disconnected. This is a disgusting service you provide and needs to be
addressed immediately".

On average over the last week, customers have had to wait around 60
minutes on hold to talk to a Spark service representative.

Spark's main call centre is in the Philippines and appears to be
suffering from staff shortages. A Spark spokesman recently said that
it "has hired 200 more call-centre staff" missing the point that prior
to that 500 staff left/were laid off.

A copy of around 57 recent complaints about hangups, from customers
posted to Spark's Facebook page can be seen here
http://sparkcomplaints.co.nz/forum/viewtopic.php?f=5&t=1822

From Garth Pennington
sparkcomplaints@gmail.com
www.sparkcomplaints.co.nz is a site dedicated to advocating on behalf
of Spark customers and has many tips on how to get better service from
Spark and Chorus.

ENDS

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