Who’s idea was this? Bad connections, audio dropping, can even get transferred or hear the number I’m supposed to call. Not a good way to support employees.
11 replies (most recent on top)
This is what happens when we outsource giving a damn.
@vbl+1fAGfVr5 Or you have someone outside of the team running metrics to make themselves look good by pointing out the .1% of things not going well. Again, not quality issues but just a way to justify their governance, oversight or reporting function. More checkers than doers and no common sense for any of them.
@vbl+1fAGfVr5
Everything is tied to numbers now. There is no avoiding it. Managers under the MC level know this and do whatever they can to pump those numbers up - including not truly resolving a caller's issue and marking it as closed. More is better in their eyes, instead of the quality of service provided.
@oej+1fAGfVr5 I ran a large help desk at a technology company 20 years ago. There was software to identify this then that I’m more than sure is a helluva lot better now.
The problem here - in literally ALL they do - is there are never any guardrails on anything. Governance is an afterthought, if any thought, and they people they have doing governance have no idea what it means.
Everyone just wants pretty ppt graphs to show how great a team is, none of them actually know what’s happening or not, just that it can be put into a graph.
@lmg+1fAGfVr5
Yes, if it's taking too long it messes with their numbers. They have to have a certain number of calls each hour. Each time you call in the ticket that is created is marked as closed, even if they do not fix your issue. Another reason is if they do not know the answer and cannot figure out a solution, they disconnect and blame it on bad connections and hope you'll call back and get someone else.
Bad connections and audio dropping are you being hung up on and disconnected from. After hours support is almost 100% off shore and those people do not like you.
So you would rather have no support?
@wuo+1fAGfVr5
Ours are USB C at the desks here. What model is installed at your site?
Just wait till next week when people go back to the office and can't figure out how the new Universal docks work. By the way, you plug in your laptop to the USB-A cable.
needed tech support ither day, outlook issues, guy had to rebuild my profile after office update. He did a great job. Problem was, I waited on hold for almost an hour.
Tried using the new and improved consumer banking app recently? It’s great - when log-in works, which is about half the time. The rest of the time it’s “Sorry , try again later”.
What an embarrassment.