Matt
Take me down to the paradise city
Premium
join:2003-07-20
Jamestown, NC |  Call Centers Suck
This is why, even at IBM where I worked, true technical people don't last in a call center environment. It's all about the numbers, not about the quality. |
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need_clue
@charter.com
| I agree. But this story does not break and real news of what it's like to work in a call center. It's been that way for years. I really can't stand when people who work in call centers b1tch and moan so much. Don't like it? Go something else. Problem is, many of these people aren't cut out to do much more. |
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TPAC_123
@telepacific.net
| reply to Matt
I agree I worked for ATT DSL support they too had stupid restrictions that really screwed up the good tech's they had their.. but damn Verizon is doing tooo much with this Outstanding crap. Oh well, that's why I have to agree that Call Centers SUCK!!! |
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jhacker
join:2001-12-11
Peoria, IL
 ·Comcast
 ·Vonage
·Comcast Digital Vo..
| reply to Matt
For about nine months, I worked at a call center that did tech support for wireless internet in hotels. We were given free rein pretty much to do whatever it took to get the customer's connection working. If the customer had to call back due to our lack of diligence, it did count against us. However, most of us did such a good job that it was seldom an issue. There were few metrics to meet which was good, since we were expected to stay on the line even if a customer had to reboot their computer. About the only time we were required to terminate the call was for failure of the customer's equipment; e.g., a NIC failure. I thoroughly enjoyed my 9 months there even though the pay was low. Unfortunately due to a bad buyout, the company has filed for bankruptcy and is looking to outsource.  |
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TScheisskopf
World News Trust
join:2005-02-13
Belvidere, NJ
 ·Sprint Broadband D..
| reply to need_clue
Perhaps they complain because they know that these are bullshit metrics to create bullshit reasons for very real employment terminations.
Nobody likes being forced to be a drone.
So share with us: are your "insights" based upon personal experience working in a call center, supervising in a call center, managing a call center or centers, or did you just read something about call centers on teh intertubes and thus, can opine at length? |
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BosstonesOwn
join:2002-12-15
Everett, MA
clubs:
·Comcast
| reply to Matt
said by Matt  :This is why, even at IBM where I worked, true technical people don't last in a call center environment. It's all about the numbers, not about the quality. That is why I didn't last long in the Sun call center. I was to technical and just took the service road out , I moved off to level 2 engineering in 3 weeks. I couldn't stand the meet the numbers attitude and rather spend time on site with customers who needed help.
I loved going site to site to help set up boxes and help fix the problems.
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"It's always funny until someone gets hurt......and then it's absolutely friggin' hysterical!" |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA | reply to need_clue
Call centers are driven purely by metrics and deliverables. There's little technical advice that isn't scripted in a call center.
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Canada = Hollywood North |
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C0deZer0
Oc'D To Rhythm And Police
Premium
join:2001-10-03
Davenport, FL
 ·Verizon FIOS
| reply to Matt
said by Matt :This is why, even at IBM where I worked, true technical people don't last in a call center environment. It's all about the numbers, not about the quality. Perhaps we should just replace all the accountants with some excel scripts. After all, all they ever deal with are the numbers. 
The fact that support jobs like this were essentially cannibalized while all the bean counters got to keep theirs is probably one reason I have a special resentment towards the lot of 'em. |
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