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| reply to ISurfTooMuch
Re: Blame the system... The answer lies in-between. The educational system needs to be overhauled to allow for more real world OS and Application training, and keep up with what Corporate America is looking for like familiarity with basic windows/msoffice/outlook, basic troubleshooting skills, basic network and pc skills. At the same time, AT&T needs to understand, that helpdesk technicians need more support like empowering them with ability to tap accounting/provision while the customer is on the line, so whatever issue he has (billing/technical) it can be solved right away. Also allow the tech to do this unscripted and without pressure of meeting some person's metrics. Quality support should not have useless metrics (time spent on call/etc) other than satisfaction survey given to customers at the end of the support call. | |
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| said by inbeetweeeen :
The answer lies in-between. The educational system needs to be overhauled to allow for more real world OS and Application training, and keep up with what Corporate America is looking for like familiarity with basic windows/msoffice/outlook, basic troubleshooting skills, basic network and pc skills. At the same time, AT&T needs to understand, that helpdesk technicians need more support like empowering them with ability to tap accounting/provision while the customer is on the line, so whatever issue he has (billing/technical) it can be solved right away. Also allow the tech to do this unscripted and without pressure of meeting some person's metrics. Quality support should not have useless metrics (time spent on call/etc) other than satisfaction survey given to customers at the end of the support call.
I was in help desk at a major corporation and it was a pressure cooker. Even if I knew how to resolve the issue, my manager would not allow us to be on the phone for more than 10 minutes. If it went over 10 minutes, we had to escalate the issue to the next level (Desktop Support).
I believe metrics have their place but when quality is sacrificed just so you could meet metrics numbers, problems become rampant.
Corporate America itself is generally screwed up.
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Satan is always busy. He makes bad things look good and good things look bad! Watch that Devil. | | |
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| When I worked in ISP support, we didn't live and die by the numbers, but they were there, and I knew techs who loved to get their names at the top of the list each day. Yes, some were good enough and fast enough to really earn those numbers, but others did it by offering "fixes" that they knew good and well wouldn't work just to be able to get the customer off the phone so they could close the ticket. I knew this because I'd be getting that customer the next day and fixing the problem the other tech knew damn well how to fix but didn't because it would take too much time and lower their numbers. | |
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