We've been upgrading our call centre platform recently and, unfortunately, things haven’t gone as smoothly as planned.
If you had trouble getting through to us on 3, 4 or 10 May, we’re really sorry.
On these dates more than two-thirds of our agents couldn’t get incoming calls. This was partly due to a network outage, completely unrelated to the updates. But it obviously messed things up and meant people had to wait much longer than usual to get through.
Like everyone else in the world, we know how frustrating it is to be kept waiting to talk to someone, so we’ve been working hard to make sure it doesn't happen again.
We've made some tweaks to improve performance right away and put a freeze on any further updates until things get back to normal. Our technical teams are keeping a close eye on the system and we’ll be in touch to warn you when there are any further changes planned.
No comments:
Post a Comment