How to Decrease Wait Time during Helpline Calls?

Are you one of those who have to wait for several minutes before call center representative responds to your call? It often turns out to be very irritating particularly when help line calls are being charged and there are good chances that your call gets dropped (due to any reason) during this long wait.

Okay the fact is that not all mobile phone users wait for this long, for instance, you may have noticed that help line calls made by your father or an elder cousin is responded with-in a minute or even before, compared to your long waits during helpline calls.

This is due to call center routing policies defined by mobile phone companies (or every other call center), which results in to prioritizing their customers based on several factors.

Most important factor in case of mobile phone companies is obviously the average amount you spend per month. Another case can be that postpaid users are responded earlier than the prepaid ones.

We are not sure if these are the only factors that can impact the policies defined by mobile phone companies, but based on observation, it can be easily concluded that high paying customers are responded earlier.

By the way, these policies are in place in all centers, globally. So there is nothing un-natural or a inappropriate in prioritizing the call center calls – that’s how they increase the efficiency of call centers.

However, as a tip, if you wait for dozen minutes before call center guy appears, try calling from a high paying number or even better, a postpaid number.

If your problem is not of urgent nature, you may also try calling during off peak hours (late night), so that queue at call center is not long and you are are responded earlier.

Mobile phone companies can even enhance the performance, by tracking customers’ behavior, based on which they can prioritize their customers. For example, a customer who reports only genuine bugs, should be responded earlier than the one who calls every other day to asks for useless things.

for any business, its hard and harsh to categorize customers and this is why customer support experts remain busy in re-arranging these routing policies as an ongoing process. However, as mentioned above behavior based call routing can be optimum for any service organization.

Tech reporter with over 10 years of experience, founder of ProPakistani.PK


  • Yasir

    As far as warid is concerned post paid customers don’t have to wait for more than 1 minute.
    Most of the time(90%) the calls are picked on 1st bell.

    • admin

      almost same is the case with all other operators…!

      • Nauman

        Let me tell you a very open secret, purchase a postpaid connection and after 3 months convert that number to prepaid, you will get same response time from the call center as with a postpaid number for the life time…. I have done it to my number and enjoying same call center prvlage after converting it to prepaid even… haha

        [Comment Edited]

        • Hawk

          Not true for Warid… No idea about others..

          • Jawad

            I’ve worst experience with mobilink. i had a pre-paid no. and often called for my bill information but it takes almost 4 to 5 mnts on every call i made…..

  • Interesting info Aamir.

    Thanks

  • Muhammad Ali

    Any idea how this thing works with PTCL?

  • Umer Sarfraz

    djuice has started a service where you can SMS your queries to 346.

    This is convenient as there is no wait involved.

  • majid

    The issue is that the charges for helpline call are very nominal and many people just call for fun,and some to only talk and tease the female csr if ppl start utilinzing this facility fairly it would make a great difference

  • A.R.S.

    there is a grading system in telenor as my friend works in the call center as Aamir said the customers are graded by there amount of recharge they have used in a month and those who have made a hole in there pockets :) gets a quick response

  • umer daraz

    intersting information, but also interting numan tip txs

  • Mustafa

    It all depends on the issues related to services sometimes there is any balance share issue and all the people facing issue will call on the same time and will make a queue till the CSR respond.
    But to some extent Grading is also correct.

  • stranger

    it’s just because prepaid customers are paying 1Re+tax per call made to help lines, otherwise don’t forget the past of every cellular company
    lolx

  • Ahsan

    I have one quick tip…..use english lnguage as your desired lanuage and when someone says hello start speaking in Urdu. As urdu is common here thecal cntre person will sutomtically respond in URDU!!!

    • admin

      worthy..!

  • Amjad

    Yes true, call centers prefers post paid customers..
    I am using a postpaid connection and every time I make call, it gets connect without any waiting or delay even a second.

  • Arsala

    Hi, I fully agree in mobilink we have A,B,C,D classes of customers A and B have priorities high and rest have low.

  • Salman Qamar

    Aamir bahi plz explain one more thing that is there helpline charges in other countries(especially in India).

    One other thing that i have experienced that if u try to speak in english then u will be given priority. I experienced it on telenor, HBL, UBL call centers.