Position in queue when phoning BT

[bazzer9]

Many customers are frustrated when phoning BT to find that they have to wait a long time in a queue, often over 30 minutes,

without any indication of when their call will be answered.

Wouldn't it be a good idea for the caller to be kept updated on his position in the queue and based on that, and the number of

staff answering calls, an estimate given of how much longer he is likely to have to wait ?

As least then the caller could make a judgement of how long he is prepared to wait before cancelling the call.

Also if the call is really important and if he has already been waiting for some time  (say 10 minutes) the caller should be given the option of requesting a call back within an hour so that he can get on with something else in the meantime.

I'm sure this would significantly improve BT's customer satifaction rating as perceived by it's customers.

At present BT gives the impression that their call centres are always overloaded and only their time matters.