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Hi Folks,

Maybe it is interesting for someone but i called mailorder today cause i had
A Problem with a recently bought eldar Kit.
The Operator was female and we had " quite a good Connection" and
Had some Talk in french cause i heard her accent Even i called from Germany.
She had to ask another staff member for my Problem
And she did it in english... I asked " are you the only one here speaking German/ french?
She answered" we are only 3 People here "... I asked only for Germany? Answer:" no worldwide".
Me:"3 People for worldwide consumer Support?"
Answer:" yes, we also do the webstore orderes and Talking care of the webstore homepage!
Me:" dafuuuqqqq i thought you were min 30-40 people?
Answer: a few months ago this was the case But Not anymore.


Seriously? I often wondered about the changed Support Times
But it seems now i have an answer...

How is this even possible?

Savage cost cutting, I'm afraid.

That might be the non-UK support or something, I find it hard to believe there are only 3 even if it's 3 per shift. They'd need to know 2/3 languages each to support worldwide customers.

She probably meant there were three German speakers there perhaps, covering that language worldwide (including webstore translations), or something similar.

That'd be my guess from the snippet you posted here, at least, as I'm rather positive GW need more than 3 people taking care of orders and we store updates.

Important question, was there much of a wait for the call to be answered? If yes, then it's an issue, if no, then they were over staffed before. They are probably all multi lingual, with a minimum of 3 languages, which is not unusual in international call centres.

Just another example of GW torpedoing their own company. I swear looking at their behavior the last ten years, its like they don't want to be the leader in miniature war gaming anymore. Like they're *intentionally* sabotaging themselves.

she explicitly said that there were only 3 operators for the worldwide support at the moment.. she was speaking french german englisch and danish so i think the multilingual operator thesis has some weight.
she also said that they make the orders from the webstore... i had to wwait about 15 minutes for my call to be answered.
i have to write her an email and i said to i have to write your name is the email and she said, dont worry there are only 4 people working here and checking the mails in the box mailorder@gwplc.com and they gonna tell me.

 Steve steveson wrote:
Important question, was there much of a wait for the call to be answered? If yes, then it's an issue, if no, then they were over staffed before. They are probably all multi lingual, with a minimum of 3 languages, which is not unusual in international call centres.

Yeah, why would they need 30-40 people. Steve's got it right here.

This is a prime example of modern gw. Only three call opperators sure you could hardly call that a call centre.

 dakkajet wrote:
This is a prime example of modern gw. Only three call opperators sure you could hardly call that a call centre.

I do not see the problem, it would be silly to employ more than three people to answer the phones, if there is not enough calls for them to be busy all day, surely ?

If anything I think its pretty good that they can maintain their good customer service reputation with such a small group.

Its one area where they, GW, cannot be faulted (although its not hard to do correctly).

How many customer calls do we think GW actually get each day?

When i worked in the now closed headquarter in Germany they had about 600-700 calls a Day from Germany Because also the stores use the Same phone Number for questions about orders etc. In the uk about 1000-1200, in Rush Times the Number doubles( Christmas)

A 15-minute wait is a long time to answer a phone for sales / customer service, so I'd argue it's not sufficient. They can get by being that busy but it's not good.

I have called them up three times and each time they answer immediately, that leads me to think that three or four people is working fine.