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join:2002-09-06
Houston, TX
kudos:6 | reply to Fatal Vector
Re: Tubes were clogged said by Fatal Vector:The technicians would be working anyway, as would "tech support". I doubt it costs $5-10 per call either, since the lines used are allready paid for and the representatives get paid a certain hourly wage, regardless of how many calls they handle per hour. These are ALL fixed costs of doing business that would exist regardless. False. When call volume is low, the outsourced call center offers its employees VGH, which stands for Voluntary Go Home. Anyone who wants to leave (up to a certain number of people) can leave, as they will not be needed to sit in the queue that day. If not enough people volunteer, IGH is implemented, and the people who have been there the longest are required to go home.
Thus, more customers means more calls means more hours scheduled. More hours scheduled is more money spent on technical support.
So, basically, once the electronics are in place, it costs them nothing to provide service.
Let's not forget that they pay for bandwidth on a scaled basis to upstream providers like Level3. More bandwidth costs more money.
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