| Tech Support Outsourced tech support is pretty weak - it's designed to be.
Consider that these pimps running the companies like sykes or convergis get paid BY THE CALL.
If your problem gets solved in one call- thy lose potential income. It is the policy of these places to generate as many calls as possible to maximize income.
It is also the policy of these companies to treat employees abusively. High turnover means no benefits payouts or raises.
And 'training' usually means some hand waving followed by the presentation of really stupid canned scripts the techs are required to follow on pain of termination. |
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 AmeritecTechChange we can believe in, 1922Premium
join:2002-09-06
Houston, TX
kudos:6 | said by Varangian:
If your problem gets solved in one call- thy lose potential income. It is the policy of these places to generate as many calls as possible to maximize income.
Not true here at Convergys. There is a repeat call process in place, and a tech who has too many customers calling back within 24 hours of when he spoke to the person is punished, if it was his fault. |
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