Some insanely funny customers and some hilarious co-workers. I tell you what though, I have some incredible stories that I will never forget. I think that is one of the reasons the other people took so long, they figured whats the point, this person is nice and old I will just stay with them over getting a rude person. So I would have like 2-3x the calls per day of another person. Did your higher-ups think he was doing a better job because he was working more on calls all day, where you were off them quick? In my job as soon as you got off a call you got right back on another one with a new customer. It reminded me a bit of the jedi mind trick: "You can go about your business." I'd hand him the paperwork and I'd never, ever see the problem again (he actually did something with it, he didn't just bin it :) ). I would go to him with a messed-up customer problem and he'd say "hand it to me, you don't have to worry about this anymore". Nice bloke, we'd go drinking together, but he wasn't who you'd want to get on a call. but his daily call count was high, so the higher-ups loved him. A colleague of mine came through the same training process and was terrible for the customers - didn't know what he was doing, transferring calls to the wrong department just to get rid of them, never left any notes at all. The usual experience was a couple of callbacks, as note-taking was seen by the couple-of-hundred staff as somewhat optional. They didn't have to call back unless there actually was work to do on their side. But when I got a customer, either their issue got fixed, or it got escalated to the next level. I had a low number of daily calls, and was occasionally upbraided for it. It really boggles my mind.ĭoing general inbound customer support (not tech) for a telco for a couple of months, I had the opposite time-related experience. For some reason the customer always thinks they are the problem in this situation. I had co-workers who would spend 20-30 minutes on the phone with someone sitting there trying to explain something to them, and since they were so patient, the customer always asked to speak to supervisor to thank them for their patience. People are so pleased that they were able to get their answer solved in a manner they could understand in a really fast time they just breath a big sigh of relief and say "thank you so much", and then get off the phone. I don't think they even care, or it cost them money for customers to watch on demand so they want to make it as aggravating as possible.Īnother interesting aspect of being able to help people quickly is you never get good reviews or people asking to speak to your supervisor. I googled it and millions of people have the same issue.
They said there is no fix and it is how the system works.
Big tech its callcenter workers install how to#
I called multiple times trying to figure out how to get around this.
Big tech its callcenter workers install tv#
For example Comcast has on demand, but once you watch a show you have to literally go back and search for the TV show name again before you can watch the next episode. I was then able to refer customers to this page and actually say honestly that it would answer their questions.Ī lot of the problem with these tech giants like ATT, Comcast, etc, they have horrible interfaces. I ended up getting my supervisor to create a FAQ page based on a ton of the questions that I was constantly asked. This led me to ponder how to solve the problem. If the customer knew that I knew what I was doing and I was able to help them efficiently they had more questions. One problem is: I found that the quicker I answered questions the more questions I received.
Most of my co-workers had no idea what they were doing besides reading off a script, any question outside of the box and boom, off to tier 2. I am not saying this to brag but to state how awful most support workers are. I was hated by most of my peers, and many of my supervisors because I set numbers to low for most of the other teams and they were under preforming. I used to be a top performer at a support company and set most of the records for call times etc.
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