Internode Shows Call Wait Times On Its Site

When you've got an Internet connectivity problem, the last thing you want to do is hang on hold for hours on end. Internode is trying to help consumers sidestep that issue with a continuously updated online record of call waiting times.

The service (described with that always deceptive beta label) updates statistics every minute. You only get a rolling 24-hour graph, so you can't pick and choose a good time during the week for non-urgent problems, but most calls to ISP support do tend to be fairly urgent anyway.

While this is a neat feature and a useful idea other organisations could adopt (as Nick suggests over at Gizmodo), in Internode's own case it's not necessarily particularly relevant.

Firstly, because Internode has a 'callback' system where you can leave your number rather than staying on the line after you've been waiting a few minutes, wait times take on a different complexion. Secondly, as someone who has rung Internode numerous times over the last year to try and get my eternally dodgy connection working, I can only recall one occasion where I waited more than five minutes (which the current graphs seem to bear out). But that doesn't mean other ISPs shouldn't try and follow suit.

Internode


Comments

    iiNet has had that feature for years, only thing iiNet has to do it put it up on their mobile site http://iinet.mobi and if its a long time, ability to automatically enter a callback request, cause if you have connection issues websites are generally inaccessible.

    This is great except if you can't connect to the internet, which is often the case if you're trying to call tech support.

    One problem - if you're having internet issues, you may not be able to access this, because it's on the internet! It's a chicken-and-egg problem there.

    Ummm. If you have an internet connectivity problem, how will you access the Internode website (for this info)?

    I think this is a great idea for other companies to look at doing, but for an ISP not so useful.

    The main reason I would call my ISP is when the connection is not working and then I wouldn't be able to get to the page telling me the wait times.

    This is great for those times you want to make those calls to accounting during your lunch break. A cut down mobi version however does need to be considered to make it remotely useful for thosewondering about tech support.

    All that said I don't think I've ever waited longer than 5 minutes and as Angus wrote the callback feature makes the emphasis on low queue times almost a moot point.

    I'm glad to see something else innovative come from the overhaul they recently had in their CS department.

    "But that doesn’t mean other ISPs shouldn’t try and follow suit."

    I doubt many other ISPs could offer figures to the public that wouldn't make them look awful. Only some of the more customer focused (iiNet for ex) would have numbers they aren't ashamed of.

    iinet has this also, also they have a callback feature too. Also iinet give you a backup dailup account so you can still access the internet if the adsl refuses to sync. So if you need, you can still check the call queue length.

    Just sayin'

      Internode also has the backup dialup account for its users.

      It's also worth pointing out that while outright lack of service is the main reason for calling tech support, it isn't the only one. Apart from the accounts example already mentioned, you might also have trouble with a specific service such as mail.

    yea internode seems to be great, i just contacted them about some info with there plans, i got onto them very quickly, with Telstra i am waiting so long for even the smallest of things, will be very happy once i move over to internode

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