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Nahualli
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 8461
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 Posted: 05/31/05 - 14:52 Post subject: If you thought most tech support was crap....
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... You were probably right. I know I don't work in "public" tech support as the organization I work in only works with internal bank clients, but still...
We got this new mandate from upper management and I'm sitting here going through hundreds of open support calls. My mandate is simple "Downgrade and close as many tickets as possible. We are being audited for the month of May and our numbers are not very good"
So I'm basically going through tickets and finding any reason whatsoever to close as many tickets as possible. User out to lunch? Close ticket. User is on vacation? Close ticket. User hasn't returned call in past 4 hours? Close ticket. I'm closing down hundreds of legit support calls because "our numbers don't look very good".
So if you are calling tech support for an issue that can't be resolved in a matter of 30 minutes, don't expect your issue to remain open for long. Chances are very good that there's someone just like me in a similar position, finding any excuse to close your issue down and make you go through the whole process again.
What a gratifying, fulfilling job !
-Nah-
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gotissues68
RealPoor Sensei
Joined: 21 Aug 2003
Posts: 1866
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Posted: 05/31/05 - 14:56 Post subject:
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Solar flares dude.. solar flares...
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Frashii
Sir Postalot
Joined: 11 Oct 2002
Posts: 1338
Location: Anchorage, AK
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Posted: 05/31/05 - 14:58 Post subject:
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Judging customer service based on ticket metrics is the ultimate in hands-off, clueless, counter productive help desk mangement.
Its like Windows 2000/2003 server mangement, the operators usually have no clue as to whats happening below, but the 'little check box' makes the problems go awaay!'
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Occulis
RealPoor Jedi
Joined: 11 Oct 2002
Posts: 13293
Location: Moral Relativity Central
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Posted: 05/31/05 - 15:09 Post subject:
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| Frashii wrote: | Judging customer service based on ticket metrics is the ultimate in hands-off, clueless, counter productive help desk mangement.
Its like Windows 2000/2003 server mangement, the operators usually have no clue as to whats happening below, but the 'little check box' makes the problems go awaay!' |
AMEN TO THE PENGUINS
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Renaan Hellfire
RealPoor Guru
Joined: 14 Oct 2002
Posts: 3764
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Posted: 05/31/05 - 15:10 Post subject: bah
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I've seen better
Do what our company did, open up your own calls then close them instantly.
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Nahualli
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 8461
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Posted: 05/31/05 - 15:17 Post subject: Re: bah
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| Renaan Hellfire wrote: | I've seen better
Do what our company did, open up your own calls then close them instantly. |
Can't.. we get audited by third party vendors. They check audit trails. Numbers alone don't mean anything, it's the documentation that counts.
-Nah-
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Confused
RealPoor Master of Posts
Joined: 08 Feb 2004
Posts: 6730
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Posted: 05/31/05 - 15:18 Post subject:
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That sounds almost criminal.
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Nahualli
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 8461
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Posted: 05/31/05 - 15:18 Post subject:
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| Frashii wrote: | | Judging customer service based on ticket metrics is the ultimate in hands-off, clueless, counter productive help desk mangement.' |
I have a theory your knowledge of end user problems is inversely proportional to your position on the organizational chart.
-Nah-
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wellspoken
RealPoor Master of Posts
Joined: 01 Feb 2003
Posts: 7137
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Posted: 05/31/05 - 15:29 Post subject:
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When i did computer tech support, our boss used to audit our calls and we would speed up the process of getting said customer off phone.
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Nahualli
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 8461
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Posted: 05/31/05 - 15:32 Post subject:
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| Confused wrote: | | That sounds almost criminal. |
It is, really. Most tech support is a scam, just like warranties and protection plans on electronics.
-Nah-
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Xieroth
RealPoor Sensei
Joined: 17 Oct 2002
Posts: 1902
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Posted: 05/31/05 - 15:43 Post subject:
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| Frashii wrote: | Judging customer service based on ticket metrics is the ultimate in hands-off, clueless, counter productive help desk mangement.
Its like Windows 2000/2003 server mangement, the operators usually have no clue as to whats happening below, but the 'little check box' makes the problems go awaay!' |
Or to the clueless .config folks who have no idea how to run a windows server and just assume that windows admins must not know anything becuase there exists a tool to make management easy.
*hugs his 2003 box*
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Paco
RealPoor Jedi
Joined: 13 Oct 2002
Posts: 12939
Location: Jacksonville, FL
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Posted: 05/31/05 - 15:56 Post subject:
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| gotissues68 wrote: | | Solar flares dude.. solar flares... |
I listened to this stupid b***h say that all day one day..it was a riot.
She was totally clueless, painfully so.
I laughed.
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Carnican
Can't Stop Posting
Joined: 09 Jan 2003
Posts: 719
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Posted: 05/31/05 - 15:58 Post subject:
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Nah,
The worst part is getting fired for providing excellent customer SERVICE; when your call stats scream for attention. Gateway2000 was outsourced to S.T.R.E.A.M, with call centers in Austin, Beaverton, and Tampa. Beaverton was not networked into the ticket database, making an inbound that routed to us, in Beaverton, non-researchable. With the guidelines of a 12 min closed call for all centers.
I got an inbound Gateway customer that Austin had FDISK'd for a winmodem issue, Austin terminated the call.
I picked up the call after the Austin rep told her to reboot with floppy in. I stayed on the phone for the rest of the F.F.R. The Format and Re-install. That PC's software was put back as it was shipped. She was able print her Christmas cards by the time the call ended.
Call time: ~ 2 hours
That was one hot customer that got calmed. She heated up again when she put 2 and 2 together discovering the rep before me had hosed her.
I got called over to my supervisor's desk, informed my entire call had been monitored. I was thanked for exceeding customer expectations and told that I had been removed from the schedule: "effective tomorrow".
Dammit...
Close, lock, delete this thread. That's a work history chapter I didn't need to relive.
*anyone have a squishy ball
*damn headset's tangled again
*oh look, another pencil stuck in the ceiling tile
*will that red "call que" light EVER go yellow or green?
ARUUUUUUUGH!
die, thread, DIE!
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Mugaaz
RealPoor Guru
Joined: 16 Oct 2002
Posts: 3576
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Posted: 05/31/05 - 16:07 Post subject:
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| Carnican wrote: | Nah,
The worst part is getting fired for providing excellent customer SERVICE; when your call stats scream for attention. Gateway2000 was outsourced to S.T.R.E.A.M, with call centers in Austin, Beaverton, and Tampa. Beaverton was not networked into the ticket database, making an inbound that routed to us, in Beaverton, non-researchable. With the guidelines of a 12 min closed call for all centers.
I got an inbound Gateway customer that Austin had FDISK'd for a winmodem issue, Austin terminated the call.
I picked up the call after the Austin rep told her to reboot with floppy in. I stayed on the phone for the rest of the F.F.R. The Format and Re-install. That PC's software was put back as it was shipped. She was able print her Christmas cards by the time the call ended.
Call time: ~ 2 hours
That was one hot customer that got calmed. She heated up again when she put 2 and 2 together discovering the rep before me had hosed her.
I got called over to my supervisor's desk, informed my entire call had been monitored. I was thanked for exceeding customer expectations and told that I had been removed from the schedule: "effective tomorrow".
Dammit...
Close, lock, delete this thread. That's a work history chapter I didn't need to relive.
*anyone have a squishy ball
*damn headset's tangled again
*oh look, another pencil stuck in the ceiling tile
*will that red "call que" light EVER go yellow or green?
ARUUUUUUUGH!
die, thread, DIE! |
When was this? Sykes was the outsource center for Gateway for years and years, not any of these places, I worked there lol.
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shinja mayoke
Luke Warm
Joined: 04 Jan 2003
Posts: 434
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Posted: 05/31/05 - 16:11 Post subject:
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When I worked for Mindspring (before it was purchased by Earthlink) we had some kickass tech support. The hiring process was intensive, the tech support floor was ALL computer n**d lifers, and we didnt turn people down for support on ANYTHING.
We only guaranteed that your account and connectivity would work, but our policy was if our subscribers called us for help they got it.
Im talking helping them program VCR's, setting the clock on their microwave, ANYTHING technical.
I once spent 6 hours total with an individual who was blind, but had a program that read the screen to him. He was having issues with it, so he gave me the link to the proggy, I downloaded it and learned it, then called him back.
As it turns out, this guy was in charge of some sort of major support group for blind people, and he was so impressed he distributed our software with high recommendations to his support group...which was tens of thousands of people...and we got a SHIT LOAD of new subscribers from it.
That remains the best company I ever worked for...they appreciated the hell out of us. Our benefits literally included free beer. Sometimes it would be a cooler full of various brands, once there was a keg in our recreation area.
I had to be out almost a month straight taking care of my grandmother once, and altho at the time I did not qualify for FMLA, my boss's boss heard about it and paid me in full for the month.
/mourn Mindspring /rude Earthlink
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Carnican
Can't Stop Posting
Joined: 09 Jan 2003
Posts: 719
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Posted: 05/31/05 - 16:12 Post subject:
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2/97 - 3/98 is what I have on my resume'
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gotissues68
RealPoor Sensei
Joined: 21 Aug 2003
Posts: 1866
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Posted: 05/31/05 - 16:13 Post subject:
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| Carnican wrote: | Nah,
The worst part is getting fired for providing excellent customer SERVICE; when your call stats scream for attention. Gateway2000 was outsourced to S.T.R.E.A.M, with call centers in Austin, Beaverton, and Tampa. Beaverton was not networked into the ticket database, making an inbound that routed to us, in Beaverton, non-researchable. With the guidelines of a 12 min closed call for all centers.
I got an inbound Gateway customer that Austin had FDISK'd for a winmodem issue, Austin terminated the call.
I picked up the call after the Austin rep told her to reboot with floppy in. I stayed on the phone for the rest of the F.F.R. The Format and Re-install. That PC's software was put back as it was shipped. She was able print her Christmas cards by the time the call ended.
Call time: ~ 2 hours
That was one hot customer that got calmed. She heated up again when she put 2 and 2 together discovering the rep before me had hosed her.
I got called over to my supervisor's desk, informed my entire call had been monitored. I was thanked for exceeding customer expectations and told that I had been removed from the schedule: "effective tomorrow".
Dammit...
Close, lock, delete this thread. That's a work history chapter I didn't need to relive.
*anyone have a squishy ball
*damn headset's tangled again
*oh look, another pencil stuck in the ceiling tile
*will that red "call que" light EVER go yellow or green?
ARUUUUUUUGH!
die, thread, DIE! |
oh holy f**k.... I worked at stream in beaverton too! were you at murray or gemini?
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Occulis
RealPoor Jedi
Joined: 11 Oct 2002
Posts: 13293
Location: Moral Relativity Central
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Posted: 05/31/05 - 16:18 Post subject:
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I have a very good job which happens to include a great deal of support for sysadmins running AIX, Solaris, HP-UX and of course Linux. It's interesting to see the quality of my work skyrocket when I'm doing something challenging and getting paid for it - versus the support I did for $7 / hour in WV. I make more now than most development jobs in WV pay. Anyway, our company is really great and treats all the employees very well. The TS staff has a lot of smart people, some of which really impress me.
There are some good TS departments of companies out there, but they sure seem to be few.
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Carnican
Can't Stop Posting
Joined: 09 Jan 2003
Posts: 719
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Posted: 05/31/05 - 16:20 Post subject:
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Murray.
Short guy named Dennis was my super for Gateway.
I did get back on with STREAM and placed in USwest.net for a bit, untill I took an unused neighboring PC and put a beta Win98 OS on it late one night (was wondering around the Win95 area and found a burn of the beta).
WTH...? I was bored.
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Frax
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 8489
Location: Fuck yoiu fucking fuckers
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Posted: 05/31/05 - 16:21 Post subject:
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| Confused wrote: | | That sounds almost criminal. |
Welcome to corporate america dumbfuck
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Confused
RealPoor Master of Posts
Joined: 08 Feb 2004
Posts: 6730
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Posted: 05/31/05 - 16:23 Post subject:
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| Frax wrote: | | Confused wrote: | | That sounds almost criminal. |
Welcome to corporate america dumbfuck |
You get dumber every day.
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Frax
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 8489
Location: Fuck yoiu fucking fuckers
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Posted: 05/31/05 - 16:28 Post subject:
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| Confused wrote: | | Frax wrote: | | Confused wrote: | | That sounds almost criminal. |
Welcome to corporate america dumbfuck |
You get dumber every day. |
I'm far more intelligent than you, and far more realistic about the world. Have you ever held a job that mommy and daddy didn't get for you?
Major corporations in the USA are doing everything they can to make money, at the expense of the country that made it possible for them to even exist in the first place. This includes selling out their employees pensions and benefits, then selling their jobs off to asians. It includes buying politictians (and yes even GWB is someone's financial b***h at some level), who then proceed to f**k over the people who put them into office. Yeah corporations are great for America.
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gotissues68
RealPoor Sensei
Joined: 21 Aug 2003
Posts: 1866
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Posted: 05/31/05 - 16:33 Post subject:
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| Carnican wrote: | Murray.
Short guy named Dennis was my super for Gateway.
I did get back on with STREAM and placed in USwest.net for a bit, untill I took an unused neighboring PC and put a beta Win98 OS on it late one night (was wondering around the Win95 area and found a burn of the beta).
WTH...? I was bored. |
Haha I worked for .net it was good times...
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Confused
RealPoor Master of Posts
Joined: 08 Feb 2004
Posts: 6730
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Posted: 05/31/05 - 16:36 Post subject:
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| Frax wrote: | | Confused wrote: | | Frax wrote: | | Confused wrote: | | That sounds almost criminal. |
Welcome to corporate america dumbfuck |
You get dumber every day. |
I'm far more intelligent than you, and far more realistic about the world. Have you ever held a job that mommy and daddy didn't get for you?
Major corporations in the USA are doing everything they can to make money, at the expense of the country that made it possible for them to even exist in the first place. This includes selling out their employees pensions and benefits, then selling their jobs off to asians. It includes buying politictians (and yes even GWB is someone's financial b***h at some level), who then proceed to f**k over the people who put them into office. Yeah corporations are great for America. |
lol...I've never had a job that mommy and daddy ever got for me. And I've been in the corporate world for years, unlike you who's under a barrage of leftist colegiate propaganda, obviously are incapable of challenging it and have never held a job of any significance. Illegalities exist in the corporate world, but in another 20 years after your wimpy mind is able to shed the propaganda to which you are so susceptible, you will learn what the corporate world is all about. Until you actually get a clue, go buy yourself a tie-dye shirt, raise your fist and scream "fight the power". While you sit inside your cramped Soviet-style dorm room, try and think how America, despite the "oh-so destructive" outsourcing maintains such a low employment rate and rapid growth. Think of why America has more millionaires than the next 10 countries and why everyone willing to work has a job, a house, 2 cars and 2.2 kids. When your world outlook matches the world, you can claim your viewpoint has merit. Until then, don't fuel attention to your idiocy by claiming to be intelligent in any way.
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kbarr
RealPoor Jedi
Joined: 05 Oct 2004
Posts: 11239
Location: New York, now go fuck off...
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Posted: 05/31/05 - 16:39 Post subject: Re: If you thought most tech support was crap....
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| Nahualli wrote: | ... You were probably right. I know I don't work in "public" tech support as the organization I work in only works with internal bank clients, but still...
We got this new mandate from upper management and I'm sitting here going through hundreds of open support calls. My mandate is simple "Downgrade and close as many tickets as possible. We are being audited for the month of May and our numbers are not very good"
So I'm basically going through tickets and finding any reason whatsoever to close as many tickets as possible. User out to lunch? Close ticket. User is on vacation? Close ticket. User hasn't returned call in past 4 hours? Close ticket. I'm closing down hundreds of legit support calls because "our numbers don't look very good".
So if you are calling tech support for an issue that can't be resolved in a matter of 30 minutes, don't expect your issue to remain open for long. Chances are very good that there's someone just like me in a similar position, finding any excuse to close your issue down and make you go through the whole process again.
What a gratifying, fulfilling job !
-Nah- |
I like dogs better than humans.
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Occulis
RealPoor Jedi
Joined: 11 Oct 2002
Posts: 13293
Location: Moral Relativity Central
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Posted: 05/31/05 - 16:40 Post subject:
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Considering there are people who sue for millions of dollars because of hot coffee, and insurance is required by law for everything from cars to property to having **** with hookers, I can empathise with corporations.
Companies are told who to hire, what to make, how to make it, etc., by legislation which has little to no idea of what is going on.
Studying corporate tax laws in a lot of states (my experience completely limited to WV unfortunately) gives an amazing glimpse into the near futility of trying to be a successful businessman. It's almost as if the government punishes you for wanting to succeed and, in proxy, provide people with jobs.
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kbarr
RealPoor Jedi
Joined: 05 Oct 2004
Posts: 11239
Location: New York, now go fuck off...
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Posted: 05/31/05 - 16:41 Post subject: Re: bah
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| Nahualli wrote: | | Renaan Hellfire wrote: | I've seen better
Do what our company did, open up your own calls then close them instantly. |
Can't.. we get audited by third party vendors. They check audit trails. Numbers alone don't mean anything, it's the documentation that counts.
-Nah- |
Rat out your own company. Won't that make you feel so good?
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Carnican
Can't Stop Posting
Joined: 09 Jan 2003
Posts: 719
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Posted: 05/31/05 - 16:42 Post subject:
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| gotissues68 wrote: | | Carnican wrote: | Murray.
Short guy named Dennis was my super for Gateway.
I did get back on with STREAM and placed in USwest.net for a bit, untill I took an unused neighboring PC and put a beta Win98 OS on it late one night (was wondering around the Win95 area and found a burn of the beta).
WTH...? I was bored. |
Haha I worked for .net it was good times... |
I actually enjoyed USWest.
What was the name of the online game that was supported at Murray? Remember, it was the skanky looking section, kicked off to the back (between Win95 and Gateway).
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Silvermouse
RealPoor Jedi
Joined: 12 Oct 2002
Posts: 11015
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Posted: 05/31/05 - 16:45 Post subject: Re: If you thought most tech support was crap....
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| Nahualli wrote: | ... You were probably right. I know I don't work in "public" tech support as the organization I work in only works with internal bank clients, but still...
We got this new mandate from upper management and I'm sitting here going through hundreds of open support calls. My mandate is simple "Downgrade and close as many tickets as possible. We are being audited for the month of May and our numbers are not very good"
So I'm basically going through tickets and finding any reason whatsoever to close as many tickets as possible. User out to lunch? Close ticket. User is on vacation? Close ticket. User hasn't returned call in past 4 hours? Close ticket. I'm closing down hundreds of legit support calls because "our numbers don't look very good".
So if you are calling tech support for an issue that can't be resolved in a matter of 30 minutes, don't expect your issue to remain open for long. Chances are very good that there's someone just like me in a similar position, finding any excuse to close your issue down and make you go through the whole process again.
What a gratifying, fulfilling job !
-Nah- |
You are a tool of the system. Your legendary cruelty will serve as a beacon of infamy through the ages to come.
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Kilzalot
RealPoor Guru
Joined: 21 Oct 2002
Posts: 2080
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Posted: 05/31/05 - 16:59 Post subject:
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| Confused wrote: | | That sounds almost criminal. |
Kinda what I was thinkin... wow
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