Topic 'Re: Why did social media work?' in forum '' - dslreports.com

Re: Why did social media work?

Sun, 09 Dec 2012 11:38:31 EDT

amenite posted :

...

It looks like telephone support is not judged on fixing the problem just call volume.

When "management" is defined as a few levels of people sitting in offices reviewing spreadsheets of "metrics" then yea, that's exactly what it's about.

The guy or gal who takes the same issue and mis-handles it three times gets credit for three, and the one that gets call number four from the same customer, calms down a frustrated and pissed off customer, identifies what's really going on and resolves it, gets credit for one. To top it off rep #2 gets banged because that last call was too long to fit the mold because of the history with rep #1 and dealing with the angry customer.

In the worst cases, the worst reps are management's best reps and vice versa. Enough to make all the best people flee at their earliest opportunity, so they do.
--
Time is an abstract concept invented by carbon based life forms to monitor their constant decay. -Thunderclese

Re: Why did social media work?

Wed, 05 Dec 2012 16:18:34 EDT

iwinrar posted : The Charter Direct forum's was often the only place some people could get something resolved. Their phone support is ran by morons in many cases. Tbh the removal of that will prob cost them more due to MANY service calls to fix some peoples issues. But hey more power to em I guess?

Re: Why did social media work?

Wed, 05 Dec 2012 15:14:42 EDT

DaSneaky1D posted : bingo

Why did social media work?

Wed, 05 Dec 2012 13:42:55 EDT

mjh29019 posted : I have never understood why if I call for support they can't get it done, have no follow through, and never communicate back. Yet if I post it to twitter the person there is able to communicate with the people who can fix the problem, gets it fixed quickly and follows up to make sure it is done.

It looks like telephone support is not judged on fixing the problem just call volume.