How does the wait time on the phone go up?

[JRZJohnny]

I called today at 9am. It said a 38 minute wait. A half hour later it goes up to 134 minutes. They don’t answer the calls in order? This is incredible. Seriously ? I’ve been an owner since 93. Idk how to even complain about this. The time keeps going up. The dues go up every year and services go down. Not far from selling this.

 

[ValW]

I called today at 9am. It said a 38 minute wait. A half hour later it goes up to 134 minutes. They don’t answer the calls in order? This is incredible. Seriously ? I’ve been an owner since 93. Idk how to even complain about this. The time keeps going up. The dues go up every year and services go down. Not far from selling this.

While I understand your frustration I knew that today was reopening of bookings for the Disney Wish after the DVC cruise (and many others) were cancelled last week. I expected there would be crazy wait times.

 

[JRZJohnny]

Thanks, but how does 38 minutes go to 134 minute? They should answer the calls in order. Wow, it’s just nuts.

 

[cm8]

Thanks, but how does 38 minutes go to 134 minute? They should answer the calls in order. Wow, it’s just nuts.

Not funny but funny.. maybe someone went to lunch or on a break so the hold time increased?

 

[Marionnette]

Thanks, but how does 38 minutes go to 134 minute? They should answer the calls in order. Wow, it’s just nuts.

Because those ahead of you in line are taking longer to complete their DVC business than anticipated. All it takes is a systems glitch to slow CM's computers or a something like a first day for booking a special members event to back things up. On a normal day, your estimated wait at 9 AM is probably 38 minutes based on the typical nature of "normal day" calls. But on a day when the calls take longer to address, the wait time goes up.

 

[Grumpy by Birth]

Maybe they "upgraded" the phone system to integrate it with the Genie Plus ride reservation engine?

 

[2Lunds]

Because those ahead of you in line are taking longer to complete their DVC business than anticipated. All it takes is a systems glitch to slow CM's computers or a something like a first day for booking a special members event to back things up. On a normal day, your estimated wait at 9 AM is probably 38 minutes based on the typical nature of "normal day" calls. But on a day when the calls take longer to address, the wait time goes up.

Former call-centre employee here. This is exactly right. Wait times are based on the number of ppl in queue, times the average length of a call. As soon as agents start dealing with multiple issues, time-consuming bookings/cancellations vs answering quick questions, have tech issues, or unexpected staffing issues (multiple agents calling in sick day-of for example) that drives the wait times up AFTER you're already in queue.

One of the worst feelings in the world as an agent is looking up at that queue board while you're sitting in front of a timed-out computer, and watching the wait times and the wait volumes just go up and up. You know you'll never catch up, and everyone you talk to is already going to be angry before you even get to their problem.

 

[Sandisw]

Thanks, but how does 38 minutes go to 134 minute? They should answer the calls in order. Wow, it’s just nuts.

From what I was told, the message updates to the new time for a new caller but you don’t lose your place in line!

 

[JRZJohnny]

I was on straight from 9am to 12:30 pm. These were the times given to me 38 minutes wait. 134 minutes wait. 57 minutes wait, 134 minutes wait. For whatever the reason, unless the call center was sucked up in a tornado cloud. You should have your calls answered in 3 and a half hours. This is just unacceptable to me.

 

[JRZJohnny]

From what I was told, the message updates to the new time for a new caller but you don’t lose your place in line!

3 and a half hours. These were mine 38 minutes, 134, 57, 134, again. I was on straight through. If this doesn’t change, people will be selling in record numbers. The dues go up and the service goes down. I’m 65 and at that point. I’m just trying to book through Interval International. Oh, how do I post my picture where my initial is?

 

[bbeagle]

Yes, 3 1/2 hours is completely unacceptable.

call wait times CAN go up. I worked in a call center a long time ago. There are a few reasons,

(EDIT: THIS IS AN EXAMPLE)
There are 6 agents taking calls. 12 people on hold. Each previous call took 10 minutes, so the system calculates your hold time as 10 minutes.

A) 2 agents take lunch. There are now only 4 agents taking calls. Hold time is now calculated to be 20 minutes.

B) agents have different call types they take. Some have higher priorities. Many people keep calling from the higher priority queue, delaying yours. The higher priority queue has 20 callers, each take 5 minutes each. These must be taken before yours. Your wait time just went up to 30 minutes or so.

C) the current calls take far longer than 10 minutes, increasing the average time per call.

 

[JRZJohnny]

Wow, Thanks for the information. Only 6 agents? That’s just nuts for the amount of members. Some front desks have more or at least four. How do you get in a high priority queue? I’ve been a member for 29years I don’t want any special treatment. I just think I should be able to talk to someone in 3 1/2 hours. I’m retired, what about people who work? That has to be one of the worst jobs in Disney. What’s the turnover ratio? Thank You for the information.

 

[Sandisw]

Wow, Thanks for the information. Only 6 agents? That’s just nuts for the amount of members. Some front desks have more or at least four. How do you get in a high priority queue? I’ve been a member for 29years I don’t want any special treatment. I just think I should be able to talk to someone in 3 1/2 hours. I’m retired, what about people who work? That has to be one of the worst jobs in Disney. What’s the turnover ratio? Thank You for the information.

I think the person was using 6 people as an example. MS has more than that answering phones currently.

 

[JRZJohnny]

Ok, Thanks for the info. I thought that was low. So the high priority queue is probably not right either. I’ve pretty much decided to sell at the end of this year. Don’t really care for Interval International. Nothing really available. Time is really your most precious thing and wasting it searching and calling while paying good money isn’t for me. Thank you

 

[jbreen2010]

I called in Friday night at 8pm and almost immediately picked up a live person (maybe 30 second wait). I then had to call back at 8:45 and was dreading because they closed thinking nobody would pick up - and again - picked up within a minute. Best wait time I’ve ever had.

 

[Kcasey02]

I called this afternoon and waited ~5 minutes before talking to someone. First time ever calling and it was such a great experience. Hopefully things have calmed down a bit!

 

[LAX]

Wait time is still this long now? I am glad I haven't had the need to call in.

LAX

 

[DisBuckMan]

How does the wait time on the phone go up?

"Hey, how exactly is a rainbow made? How exactly does the sun set? How exactly does the positrack rear end on a Plymouth work? It just does."

 

[DonMacGregor]

Just a quick point of reference. I am currently waiting for a call back from Delta regarding travel I want to book in September. I am a Platinum Medallion member, the second highest possible level, and called in on the dedicated Platinum Medallion 800 number (not the general 800 number). The initial wait time was 60 minutes, and I chose the call-back option.

If Delta is still having 60-plus minute waits, for their higher tiered loyalty customers and with all of their "Best" awards:

Delta Named Best Overall Customer Service Airline

then I think that's indicative of the entire travel and hospitality industry still struggling to get their feet back underneath them.

 

[KAT4DISNEY]

Just a quick point of reference. I am currently waiting for a call back from Delta regarding travel I want to book in September. I am a Platinum Medallion member, the second highest possible level, and called in on the dedicated Platinum Medallion 800 number (not the general 800 number). The initial wait time was 60 minutes, and I chose the call-back option.

If Delta is still having 60-plus minute waits, for their higher tiered loyalty customers and with all of their "Best" awards:

Delta Named Best Overall Customer Service Airline

then I think that's indicative of the entire travel and hospitality industry still struggling to get their feet back underneath them.

Too funny as just a couple days ago I had an item that my cousin said "just give them a quick call and get it fixed". Am also Platinum as she is too. I laughed because I was aware how phone calls are not quick for anyone anymore. Quite different than when you could call and often get an agent immediately.