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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch (techcrunch.com)

submitted 9 months ago by [email protected] to c/[email protected]

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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

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[–] [email protected] 9 points 9 months ago (2 children)

My company stresses customer service. We have our phones set up to ring the person, after two rings, ring all department phones, after 4, anyone who can answer outside calls.

Every call is answered. Everyone is trained how to start a call and get them to the right person.

I’m on that list even though I shouldn’t be. I volunteered to be a 4th ring because I value that mentality.

[–] [email protected] 3 points 9 months ago* (last edited 9 months ago)

The company I work for does that as well for its retail environment, it sounds good on paper but the only thing it's done is all the secondary phones now are ignored until it's a transfer ring. After a certain time of day(when the receptionist goes home) it just won't be answered unless a manager is the one who answers. This is partially due to the lack of training of the secondary and partially of the "no departments ever close" policy so if you answer it you are expected to help even if it's on the opposite side in an area you know nothing about

[–] [email protected] 2 points 9 months ago (1 children)

What company is this‽ literally no way it's a public facing company that deals with regular customers b2b maybe?

[–] [email protected] 1 points 9 months ago

Higher end building supply. So, both, but yes there are more businesses calling us. Most of our “bad” calls are about delivery issues.