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RussellZoloft t1_jdp5vvb wrote

Not necessarily. If you say something unrelated to what you actually need, you may be transferred to someone who can't help you, and then, they will have to transfer you to the correct queue, essentially slowing down you getting help.

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bumbumbillum t1_jdqfh1m wrote

There isn’t a clear answer to any of this.

I’ve seen set ups where all the reps were essentially equal but the queue prioritized sales calls do they wouldn’t abandon.

Also seen what you are describing but transfers were also prioritized so you still came out ahead.

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farfromfine t1_jdr0ubc wrote

Exactly right for the major telecom I used to work at. Plus, us sales agents would often put you on hold for 3-5mins BEFORE sending you to the line you needed to be on. We called it the "penalty box" for the customers that would say "I know I'm at the wrong department but I couldn't get through. Can you transfer me to billing?"

I sure can, but I'm going to put you on hold and go get a cup of coffee before I do send you. I'll also note that you didn't verify your account correctly to make you go through extra verification when you do eventually get where you're going.

You hurt my sales metrics, which affects my commission, so I'm going to make your call take 10 minutes longer than it would if you had just cooperated instead of trying to skip the line.

Sometimes accounts had grandfathered in discounts or should have been disconnected but were given a courtesy extension. You can bet those will be removed as well to "correct" your account.

Don't mess with people's money, especially when they're only getting $15/hr + commission

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