(08 Sep 2021, 10:46 am)Ambassador wrote It's a good innovation and better than not saying anything but it does lack that 'professional Customer Care social media touch' and I mean in terms of thinking outside the box but the only way to avoid that is to have someone in Customer Care working 'a late' which shouldn't be beyond the bounds of impossiblilty but more cost/resource vs benefit
Indeed.
These reports are all published by the Service Delivery Centre, to be honest, and I'd imagine most of those willing to work overtime are actually covering mileage on the road either before or after their usual shifts in the control room. If it's a choice between accepting that communications aren't absolutely perfect (when other operators actually do nothing) versus covering mileage, it's a very difficult choice to make but I suppose the latter option means that potentially fewer customers are actually inconvenienced. Tough one though.