O Canada! → Canadian → TekSavvy > Re: Teksavvy of yesteryear (rant)

Re: Teksavvy of yesteryear (rant)

Hi Marc,

Not saying you don't have the people ...

I think that if you go back a few years, when I called TekSavvy on behalf of my daughters (I was still with Rogers since there was no TPIA Cable and DSL doesn't exist where I live), I usually got someone with a good degree of overall technical knowledge.

As time has gone by, the NEED for that overall technical knowledge amongst support staff is no longer there since on the cable side especially, there's not a whole lot to actually do in terms of problem solving. Most of the calls being complained about for example are those where the TekSavvy CSR takes the problem statement, does basic troubleshooting which feels scripted and then hands the problem off to the vendor. Granted, a lot of that "scripting" is because the vendor is requesting info that may be unecessary for a lot of calls, but is just a part of what's needed to get the ticket past the Rogers ticket script analyzer. (I swear that's how Rogers email support worked ... it looked for keywords and questioned you based on those keywords ... "My Internet isn't working, I have no lights on the modem so I can't browse" will kick in with "What Browser are you using?")

I'm not saying growing too fast, but rather that the gradual change in tech support has come as a result of growth, not its speed.

I'm not going into the past at all... I'm just trying to cut through it all and look at what's going on right *now*. And right now, it's very clear where the problems are.
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Marc - CEO/TekSavvy