Xerox kicked off new direction today to not help a customer that calls in for service if they will not troubleshoot the device with the id--t foreign help desk person first. So if a customer calls in and needs a tech but is too busy doing their job to spend time trying to translate Spanish or Jamaican accents, then they get told they cannot have a service call placed. It’s amazing what’s happening. I hope all customers revolt. Or sue when they slice open an arm trying to fix a device. This is something to watch.
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"Don't be critical of the help desk, as they are working off scripts and have limited training."
Are you an employee? Because a good chunk of the people answering the phones are former technicians and product specialists.
...and by the way, it is in the contract that customers need to do troubleshooting first and then, if unsuccessful, the agent will dispatch a technician. Troubleshooting is done with safety in mind and above all with the intention to fix the customers' issue in less than 10 minutes.
Don't be critical of the help desk, as they are working off scripts and have limited training. The same thing is true of Xerox HR and other outsourced functions. How frustrating it was to deal with the HR help desk after being laid off. Every question required a separate call, to be routed to a separate representative.
Xerox could improve customer outcomes by providing some basic training on the product. On electronics I own, I've had success directly proportional to the representative's ability to creatively troubleshoot, authority to make decisions and availability of more highly trained supervisors. The question on the table about Xerox? Are they willing to make the investment (or pay HCL to make the investment) in training. At this time, until the company is sold, I think not.
Every other big provider does this. Spectrum/Direct TV will not dispatch until you troubleshoot. As a tech about 20% of my calls are bogus. You'd be surprised how many 0 life drums/Disable banner pages/image overwrite calls we get. This is a huge waste of time for myself when these customer's refuse to be remote solved.
I find it BS I drive out 4h(one way) to change consumables. I find it more BS that local management won't back me for wanting to charge for the service next time or at least give me tools to remote login and check a paper setting before dispatch.