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The "Glory" Of Tech Support
AFCArchvile writes: "Have you ever wondered just what goes on at your DSL ISP's Tech Support center? East Bay Express Online has an article written by Erika Donald, a staffer at the Pacific Bell Internet Call Center: 'Finally, the customer is transferred to me. "Are you a supervisor?" he demands instantly. Since the beginning of the month, everyone in the call center has been transformed into a supervisor. Brian sleeping at his desk is now a supervisor. Ian with purple hair gelled into points is a supervisor. Ron who begged not to be made a supervisor is a supervisor. I am hoping next month, whoever decided to make us all supervisors will make us CEOs.' This is an almost Orwellian tale that should send a wake-up call to all the DSL ISPs."
as an ex AOL and ISP tech-support guru, i can tell you that the reason tech support is usually shitty is because tech support people are either A)treated like shit, or B)don't know their ass from a hole in the ground.
Back at AOL (am i violating my NDA here?) we used to fuck around all the time to try to ease the boredom of monotonous "i can't sign on" calls. Sometimes i thought it would be amusing to be irish, maybe indian from time to time. (there's nothing like getting called in by a manager you didn't know was listening in, only to be told "nice accent asshole").
However, most of these people doing tech support are 30 year olds who just can't get a better job. Some are immigrants, some are just slackers. But the only ones who actually know what they're doing (i.e. not reading directly from a big black binder) are the younger ones, and they don't give two shits because they know they should be earning better pay. It wasn't uncommon for those of us who knew our shit to fall asleep on calls or put people on hold to run over and see what our friend was up to. Half of the calls i took, i would forget the problem, come back from chatting 5 minutes later, and tell the customer one of several canned answers i had for that sort of thing. (usually: "you need to delete and reinstall AOL ma'am")
BTW - when you hear the words "that's a good question, let me put you on hold while i check" - it means your tech is tired and he needs to go grab a smoke while you listen to John Denver's Rocky Mountain High as played by the Norman Smithson banjo Quartet..
FluX
After 16 years, MTV has finally completed its deevolution into the shiny things network
"It is seldom that liberty of any kind is lost all at once." -David Hume
James, who sits down the hall and runs the whole East Bay Express website on his iPAQ.
"There is more worth loving than we have strength to love." - Brian Jay Stanley
Here's a mirror of the text.. formatted a little better. *grin*
End of lesson. You may press the button.
having been former tech support (for @home even) i have always been constantly amazed at the hoops that both the customers , and the employees are made to jump through.
For example, in Comcast's division of @home .. if you score less than 90% on a random montitered call's QA (quality assurance) you are immediatly disqualified from ANY bonus pay that month. So, if you forget to ask "is there anything else I can help you with today?" EVEN if the customer (who has been screaming at you for the last 5 mins about how he is going to get a lawyer becuase his cable service just shut off when his wife backed into the green box outside - dont laugh .. true story) hangs up .. you are expected to say those words .. just in case.
call center people were written up for being 30 seconds late to work. And also penalized if they stayed more than 5 mins overtime. (it was more benificial to hang up the phone (and then say "is there anything else I can help you with today?" ) and log out on time . .than to actually FIX a problem and wind up going over.
We were expected (for less than 25k a year) to trouble shoot everything from ipstacks and regestry problems- to router errors, all the way down the line to .. 'no mam ..please use the RIGHT button on the mouse .. its the one furthest away from your thumb if your using your RIGHT hand.) All the while trying to calm down pissed off customers (sometiems rightly so , sometimes ONLY becuase they had $$.
and then there is the idiot factor. People are written up for the most assassine reasons .. just to make an example. I was always in the top 5 (of 120+ people) for sales/tech assistance. yet one day I myself was written up becuase i refused to call a customer Dr.So-and-so. (the only reason i refuesed is because he had stated to me that he would report me to my supervisor if i didnt stop calling him *MR* so-and-so. I figured anyone THAT irrational, wasnt going to listen to my suggestions anyways, gimmi an old lady over a DR anytime .. at least the old ladys are willing to read manuals, and TRY.)
man .. just thinking about those poor souls still stuck in tech support reminds me why i NEVER bother them with my problems. I would rather learn it myself, then force them to read the canned scripts they are told to use in place of 'I don't know'
There is SOO much more i could say .. but i *like* my job now .. so im gonna get back to it ;P
--Ne auderis delere orbem rigidum meum, non erravi pernicose!
When I started in Tech Support, 8 years ago, I was told:
"You either learn out, or you burn out."
He was talking about front-line support. I still to this day don't understand people who can survive more than 6 months in a front-line position without losing it and gunning folks down. I learned out. The rest of my career has been as a 2nd line, 3rd line, or QA.
I can say one thing about this PacBell story. First of all, you've got to make your customers happy. If some guy's got a problem, and it's not YOUR problem, you tell him, right away. If your contract with the Telco won't permit it, then that's bullshit. If it's their problem, then they should be taking the heat. And the calls. #1, tell the customer the truth. If you give them a lie about what the problem is, then they're going to get more and more irate, and as they get more irate, they become more EXPENSIVE (make more support calls, go higher and higher up the chain of authority, etc.).
If your company has made a deal with a third party where their problem is not one you can fix, but you can't send the customer to them, then it's fiscally a bad deal - your company is expected to bear the expense of taking calls on problems that are beyond the "support boundry"? That's major suckage. The management chain, if they're worth anything, will come to recogize the problem, and ask their seniors to resolve it. You can make a clear-cut loss analysis based on it; "these types of calls account for X dollars of our budget." If the managers can't or wont do this, they're worthless.
For the front line guys who are treated like the ones in this story, I feel very sorry for you. When I was on front line, we weren't watched that closely. We did our jobs, we were treated like adults. The people in this story are being treated like prison inmates. The lesson to the managers should be: employee turnover is bad. Treat employees like dirt, and you'll have high turnover - man, especially in a labor environment like the bay area. People will walk, and go somewhere where they can get paid twice that and be treated like a human being. Maybe they're not qualified for that at the time you hired them - but they will in six months. You can mitigate that by hiring lower quality people, but in the end, it will translate to dissatisfied customers.
Also, support people should be given the authority to resolve problems - like the billing issues. If some guy has no service for two weeks, then the support guy should be able to credit the guy's account. Otherwise why bother, you're just wasting time answering the customer's call. Of course with my PacBell DSL problem, I was out for two weeks, phone line problems which ultimately were a combination of CO wiring problems, and problems INSIDE my house. The tech they sent to my house found that my phone lines were distributed too much - so what we did was use the black/yellow pair for the DSL signal and put a filter on the red/green pair at the NID. Black/yellow were connected to my primary line ahead of the filter, so there was a straight signal run to my office that was connected to the black/yellow pair, and the rest of the phones in my house were on red/green, and didn't need the little filters, because of the filter at the NID. They credited my account for two weeks because the service was down due to the CO switching problem. Now it works great.
Why was my service down for two weeks? Support hold-times were very high (1-2 hours), so I couldn't get through, and when I did, nobody could figure out what the problem was (I tried not to involve them in my individual computer setup, because it had nothing to do with the problem, I was sure. I have Macs, and I know Macs scare people - but Macs had nothing to do with it, because I was using a LinkSys router - it was the modem that failed to connect.) but the big time waster was, waiting for a tech to be assigned to come out. Actually, originally getting set up took 2 months to schedule, after many phone calls and emails asking them to set it up, nobody could tell me if I was in the 11k' radius of the CO or not.
The bottom line is - it sounds like PacBell has a product with a high demand, so they and their partners who provide the service have little incentive to provide good service, because the alternative is the Cable monopoly, and they have no competition either. So basically, at a high level, nobody gives a shit if you sign up for DSL or not. So they hire idiots to man the phones, provide them with no tools or pathways to do their jobs, and audit the labor so tightly that it looks good on paper.
I don't see any of this changing any time soon.
These are my friends, See how they glisten. See this one shine, how he smiles in the light.
Perhaps I read something wrong:
/. who know what it's like to put in 36 hours straight and most of them, I would venture, are young but they have a decent work ethic. They deserve every cent they make and probably much, much more. Unfortunately, I think they're a small minority for the age group.
"Back at AOL (am i violating my NDA here?) we used to fuck around all the time to try to ease the boredom of monotonous "i can't sign on" calls." and "It wasn't uncommon for those of us who knew our shit to fall asleep on calls or put people on hold to run over and see what our friend was up to. Half of the calls i took, i would forget the problem, come back from chatting 5 minutes later, and tell the customer one of several canned answers i had for that sort of thing. (usually: "you need to delete and reinstall AOL ma'am")"
Sorry, but that's slacking in my book. Someone who was trying to resolve the problem would work to actually resolve it.
I'm not arguing the monotony of the job. I know what it's like to have some raving asshole, moron on the other end of the line where all you want to do is reach through the phone and strangle the misserable bastard. I know it well... I worked on a support desk for a few months until I started to not care anymore. I promptly got out but *never* did I once put someone on hold to goof off just to come back and give a canned answer or pass them off to someone else. I now run the network operations for a publicly traded company. We have a call center of about 100 staff (non-tech related). Something close to 75 of them are worthless and almost to a person, under 30. I watch these people go out of their way to not do their jobs. They do it because they know that someone else will pick up the slack. Worst part is, IT'S A GREAT PLACE TO WORK! I mean, really, it's a nice environment. Best I've ever seen. We don't time, monitor or pressure the call center staff in any way. They get generous breaks and other 'sanity checks' and the staff level is maintained so that the normal call volume per operator is around 20 calls/day at an average 10 minutes/call. Yet they still spend most of the day chatting it up with their neighbors, surfing the net and making personal calls while the average time in queue is 7 to 10 minutes. It drives me nuts. My company really goes above and beyond to provide a good work environment and it gets shit on for it.
I'm part of that twenty-something generation. My entire staff is under 25. They all bust their asses off each and every day and I take care of them for it. I pay them well, they get more comp days than I can count and I never question them or dock them if they need to leave early. All I ask is that they work and be there when I need them. It works. They don't take advantage of it nor do they complain when we have an emergency and they need to stay until the wee hours of the morning.
The problem, which is also my point, is too many twenty-somethings have little or no work ethic and will never be successful, nor do they deserve to be, until they do. Most of them in the tech field don't even qualify as script kiddies because they're too lazy to pilfer someone else's hacks but they want to work in 'computers' because they think it's an easy, fat paycheck. Guess what, reality sucks. There are plenty of real sysadmins reading