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Tutor

 • 

7 Messages

Tue, Dec 1, 2020 5:38 PM

AT&T Hold Time and Call Back

Hi, AT&T.   

Welcome to 2020.  

Why does calling you have to be so painful?  

1) No one wants to talk to a robot, especially if it's immediately trying to sell us on an upgrade. 

Of course you won't care about being obnoxious to your customers, though, as long as they pay their bill, right?

2) Can you please provide a hold time, since you always have "unusually high call volume". 

It's been mentioned that if you always have unusually high call volume, that's probably your normal call volume.

3) Can you please offer a call back instead of making us wait on hold?  

4) Enough with the same repetitive annoying hold filler.  It's quite horrible to have to endure this just to talk to a customer service rep, although you'd rather we didn't call in at all, right?  

Responses

Constructive

Employee

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17.8K Messages

2 months ago

they shut down most of the call centers due to covid yet the call volume hasnt reduced, calls are incoming only not outgoing,in fact most call centers dont even have a keypad or dialer its just an answer and hold or transfer key

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

 • 

7 Messages

2 months ago

thanks.  that's helpful in re-affirming my assertion that it can't always be "unusually high call volume".  also, regardless of the employee's location, not being able to provide an estimated hold time is absurd.  

Constructive

Employee

 • 

17.8K Messages

2 months ago

well they cant give you an estimated time because your waiting to be connected to one of the many centers still open,half the centers are overseas

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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