Why Call Centres Experience High Traffic Volume

Written by Alun John

Alun founded Marketing Tom and delivers some of its courses.

October 17, 2006

I am currently writing this post whilst trying to get through to Northern Rock. Apparently the reason I have been on the phone for 20 MINUTES is not due to:

  • the fact that they won’t employ more people to man (woman!) the phone lines or
  • because their processes are not up to it or
  • because they enjoy pissing people off!

No, the reason they have problems answering the phone is due to their marketing team’s efforts:

Thank you your patience. We are experiencing a high volume of calls due to our excellent, typical APR of 5.9%

Silly me! I should have known.

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