Five hour wait for Briscoes help puts spotlight on call centres

Author
Newstalk ZB,
Publish Date
Tue, 30 Jun 2020, 3:55PM
(Photo / Getty)

Five hour wait for Briscoes help puts spotlight on call centres

Author
Newstalk ZB,
Publish Date
Tue, 30 Jun 2020, 3:55PM

Customer service in the country is under the spotlight. 

Auckland man Bruce MacAulay spent over five and a half hours on hold to Briscoes last week, all in a bid to cancel an online order he'd made.

In order to get his order sorted, he ended up driving down to the local store and got the manager to sort out the matter. 

The story went viral

Consumer NZ CEO Jon Duffy told Heather du Plessis-Allan that this case sounds quite extreme. 

He says that its not every company you call that doesn't answer in a reasonable time, but it can depend on what time of

"We do see trends with companies reducing the amount of contact centre staff they have and pushing people more towards having their queries answered by chatbots or by email." 

Chatbots are a lot cheaper for companies to utilise, Duffy says.