call center suggestion

[jfish]

I know there have been multiple complaints on wait times when calling member services. It seems as though every time that I call, morning noon or night, I have at least a 25 minute wait. So I put the phone on speaker, into my pocket and go about my business until someone picks up. Meanwhile, my kids hear the disney music playing and I get a barrage of questions as to why I am calling...

I recently called an airline and was told that the wait would be 10 minutes. They offered me the opportunity to keep my place in line and they would call me back when my time came. Has member services ever considered this technology? I believe that it would save a lot of grief and angst among members.

Thanks!

 

[disneynutz]

I know there have been multiple complaints on wait times when calling member services. It seems as though every time that I call, morning noon or night, I have at least a 25 minute wait. So I put the phone on speaker, into my pocket and go about my business until someone picks up. Meanwhile, my kids hear the disney music playing and I get a barrage of questions as to why I am calling...

I recently called an airline and was told that the wait would be 10 minutes. They offered me the opportunity to keep my place in line and they would call me back when my time came. Has member services ever considered this technology? I believe that it would save a lot of grief and angst among members.

Thanks!

That would cost Disney money just like hiring additional CM's to answer the phones has. Hopefully once the new hires get trained and on the phones things will improve.

IMO Disney wants members to use the member website to book their reservations and not call. According to CM's that isn't happening as expected.

Bill