143 points

It depends on their window.

If they include call volume data back to the Neolithic period in their calculations, then yes, call volumes are higher than average (the average being 0.001 calls per century, rounding up).

Pretty sure that’s how they do the math.

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23 points

Or just let’s assume the phones are open 8 hours a day, 5 days a week. The average call volume would be drastically lower than during business hours

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20 points

They’d just need to include the call volume for when they’re closed. Open 9-5 but take the average over a whole 24 hour day.

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11 points

It’s even simpler. A strictly increasing series will always have element n be higher than the average between any element<n and element n.

Or in other words, if the number of calls is increasing every day, it will always be above average no matter the window used. If you use slightly larger windows you can even have some local decreases and have it still be true, as long as the overall trend is increasing (which you’ve demonstrated the extreme case of).

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4 points

It’s even simpler. They just lie about and always say it’s higher than average.

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2 points

Yeah it’s fun seeing people figuring out which loophole companies use. Is it really anything other than they save a tiny bit of money by not giving a shit about your experience.

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114 points

actually, it is. let me explain.

Let’s simplify and say that there are peak hours and low hours. 100 people call during a peak hour, and 25 during a low hour. The chance of calling during a peak hour is 80%, since you are four times as likely to be one of the 100 rather than one of the 25.

The same effect means that you are almost always on planes and trains that are very full, even though every now and then they ride almost empty. Fewer people get to experience empty train rides by definition.

Of course this effect falls apart when your usage patterns differ from everybody else’s. If everybody takes the train at rush hour, you might ride an empty one at noon. Or, if you call the hotline while everybody else is sleeping, you might have a better chance.

But yeah companies also just lie to make themselves look better lol

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68 points

You sound like a guy who knows which part of a warplane to reinforce.

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22 points

Soo you’re saying we should increase train frequency for times when they’re empty?

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2 points

If that frequency is once an hour compared to once in five minutes, then yes. If frequency is too low, then people are more likely to use alternative transport or not go at all.

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38 points

The same goes for traffic. If you are experiencing traffic, you ARE traffic.

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2 points

This is why PT is OP. The bigger traffic is - the smaller intervals are.

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16 points

Yes, this is exactly it. You are calling when other people are calling. You are the congestion.

If you call before 11 AM you will have a much better time, as will the customer service operators.

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10 points

Nah, they’re overloaded at that time too

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12 points

Obviously. Because that’s the time all the people who want to avoid the congestion call.

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77 points

“Your call is very important to us… but not so important that we would actually do anything about it like hiring more representatives. This message will repeat every 5 minutes until you get frustrated and hang up.”

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27 points

The joke’s on them - my time has very little value anyway

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12 points
*

Ugh I still have an air conditioner that was dead out of the box (bought it off season so didn’t use it till summer…summer 2020)

Tried a bunch of times to call in but “due to the pandemic” (what a fucking catchall for anti-consumer behavior…if a huge company hadn’t figured out how to keep their call center staffed 5 months into it, then it’s clearly intentional), nobody ever answered the call in the hour or so I’d wait on hold, several times.

I eventually gave up and just ate the cost.

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7 points

In the future, chargeback for that?

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3 points

It doesn’t help that a lot of companies outsource their call centers to third party vendors who only care about keeping the contract and not about the main company’s customers.

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13 points
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As opposed to the main company, which cares so much that they don’t bother taking your call directly

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0 points

Yes, that’s why they outsource.

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2 points

That’s what it’s all about, saving on overhead and the percentage of people who give up. Its not just corporations to, ever sign up for any public assistance? You WILL be denied to see if you will give up.

Maybe I will give up when the draft happens. The 1% can defend its own country, it’s clearly not ours.

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68 points
*

Interestingly, British consumer rights guru Martin Lewis is currently running a crowdsourced data gathering exercise on this in the UK.

The purpose being to identify if companies are purposefully playing these sorts of message no matter their actual call volume. (Which we all know they are, but this will help prove it)

https://www.moneysavingexpert.com/report-high-call-volumes/

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45 points

Call the Sales/new accounts line and see how long it takes them to pick up.

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