Themes applied
3 🙁

Waited 40 minutes on hold then got cut off, still not resolved.

Long hold times Call handling Reliability
Top negative drivers – support calls Last 14 days
Long hold times 312
Repeated transfers 187
Unresolved first call 142
Insights

Hold times are behind most negative sentiment this fortnight, made worse by callers being passed between teams and leaving their first call without a fix.