This is exactly the kind of thing we went through at Dell. When will companies learn that putting this kind of pressure on techs increase their turnover rate. When i left Dell, their turnover rate was 40% and the call center had been opened in TN less than 8 months. I heard when after I left they took measures to chain people to their phones to improve productivity instead of taking steps to make the work environment more conducive to productivity. I work internal support for a company now and it is SOOOOO much better because we get treated like adults by the company and the callers. There are 8 of us that left Dell to come over here within a 4 month span. I guess all help desks that deal with the general public are the same because most people still don't understand that a computer problem cannot usually be fixed by throwing a switch or typing an obscure command. I hope as the population gets more computer literate (opening your email is not computer literate) they will start to understand that computers are complex machines with complex problems.
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This is exactly the kind of thing we went through at Dell. When will companies learn that putting this kind of pressure on techs increase their turnover rate. When i left Dell, their turnover rate was 40% and the call center had been opened in TN less than 8 months. I heard when after I left they took measures to chain people to their phones to improve productivity instead of taking steps to make the work environment more conducive to productivity. I work internal support for a company now and it is SOOOOO much better because we get treated like adults by the company and the callers. There are 8 of us that left Dell to come over here within a 4 month span. I guess all help desks that deal with the general public are the same because most people still don't understand that a computer problem cannot usually be fixed by throwing a switch or typing an obscure command. I hope as the population gets more computer literate (opening your email is not computer literate) they will start to understand that computers are complex machines with complex problems.