teelo wrote:(i) The duration of 24 hours may be reduced if that call center can conclusively prove to the relevant authority that over the previous financial year, the combined duration of waiting across all callers was less than 24 hours. This is completely up to the discretion of the authority.
That is a really shitty rule. Imagine you work for a large company with, say, a million customers. Let's assume a tenth of those call once a year, and are put on hold for 10 seconds - the industry standard is under 30 seconds. The combined wait time for one year is almost 12 days.
teelo wrote:If they don't like it or feel management has made some poor decisions then they have the choice to find another profession.
That's a shitty position to hold and implies a lack of imagination on the available employment of people.
I actually work at a call center, where people are fairly happy to work and many have been here for years at a time. We're not a standard call center - we provide phone-based coaching to people who are trying to quit smoking, and the people working here feel a lot of satisfaction and being able to help people feel better about themselves and live healthier lives. Our average wait times are under 30 seconds, but obviously some people will have longer wait times, and we don't have a way to control for that. We can try as best as we can, but if one of the states we serve suddenly has an ad on TV advertising our services and they didn't let us know about it in advance, we'll see a spike in calls that we're not necessarily ready for. Having too many people would mean we'll be hemorrhaging money as well and end up having to fire people and not being able to provide services.
In closing, yes, waiting on the phone is shitty, but your suggestions are bullshit and your expectation that everyone is out to get you and no one wants to work here are shitty.