I really wasn't sure whether to put this in unsupportable (it technically has to do with tech support AKA my "job") or cursing out coworkers (and you'll find out why in a second). For those that haven't caught my previous explanations about my company whilst still TRYING to be vague about the exact title, here goes...
Tier 1 - Basically just customer service. They are our front line. They are not contracted, but rather a very real part of the company and therefore, directly represent the company. They deal with a lot of crap (their queue is ALWAYS ridiculous). The actual issues they deal with can range anywhere from cable issues to sales to cancellations to credit for poor service to much more. HOWEVER, they are not technical, so in that regard, they have to transfer.
Tier 2 - Basic tech support. They are not "officially" part of our company, but I only say that because they're contracted and are all over. As a result, they don't officially represent our company and while I'm sure a good lot of them do a good job, I've learned not to trust them because too often they like to LIE...not just on the notes, but also RIGHT ON THE LINE.
Tier 3 - Advanced tech support. This is...me. I enjoy my job quite a bit, actually. Our support extends beyond basic tech support in that we deal with digital phone, wireless Internet, and a lot more...but I'm not saying our support boundaries are by any means limitless. Notice, however, that we still only deal with advanced Internet and digital phone issues.
*** IMPORTANT ***
A cold transfer is COMPLETELY against policy in most situations. Though I'm unsure exactly what tier 2's policies are on this, as tier 1 is often IN THE SAME BUILDING AS US, BUT DEFINITELY UNDER THE SAME COMPANY REGARDLESS, I know the exactly policy. If a hold time is going to be more than 30 seconds, the customer is apologized to and dropped into our queue.
Why, that'd be great if it were true, wouldn't it? And I suppose there also wouldn't be a necessity for a BLIND TRANSFER LIST either, whereupon we write various offending tier 1 representatives.
And this brings me to my story. I'm sitting here, playing Phoenix Wright, when I get a caller ID flashing on my phone from tier 1.
Me: "My Company, level 3...this is Sage speaking."
(Pause, click...GODDAMMIT)
Me: "Sigh...My Company, level 3...this is Sage speaking."
Customer: "Um, yes."
Me: "Hi, this is Sage. How can I help?"
Cust: "Uh, well...I was put on hold by the last guy...he said something about...researching something? Anyway...now here I am."
Me: "That's...fantastic...anyway, what can I help you with?"
Cust: "Yes...uh...well, when I change channels on my TV, sometimes it can take up to 10 seconds to change the channel."
Me: "..."
Cust: "I just...I noticed it recently and thought that maybe something was wrong with the line."
If I was in a cheerier mood right now, maybe I'd joke about this and try to make some Phoenix Wright references. BUT...I'm not in a very comedic mood right now. Remember how tier 1 is supposed to handle cable calls? And remember how I showed you how I was cold transferred from tier 1? WE KNOW ABOUT JACK SHIT ABOUT CABLE, THAT'S WHY.
The worst part is all I could do was apologize and explain to the customer that the department she was JUST AT was who could answer these questions. Even worse than that...a quick scan of the employee phone directly revealed a number of very interesting things about Bastard Agent #1...
- This was a repeat offender. I had reported him several times prior as well as a number of our other tier 3s.
- This guy also has an "unlisted" extension. I've never understood why our system is set up to even HAVE people unlisted, which almost makes it sound like a conspiracy.
And the big one?
THIS ASSHOLE IS SOMEWHERE IN THIS BUILDING!
Some of my coworkers were actually egging me on trying to get me to go find this guy and demand his supervisor's information. I explained to them that I was angry enough that that probably wouldn't happen and I, well, really didn't want to get fired for impaling his face through a fire sprinkler.
The sad part is that we get cold transfers all the time. Usually, though, the agent meant well that transferred the customer, even though he/she did it improperly. For example, if the customer had a digital phone issue, sure, I'm going to report your ass for improper procedure, but it's still a legitimate call. THIS, though, had NO business coming up to us.
Am I wrong for being mad? Honestly, I feel insulted more than anything. He knew what he was doing. In fact, he knew HOW to take care of the problem, too! That was yet another reason I attempted to look up his number...he never solved the initial problem that he KNEW he could solve. A simple transfer back with a verbal warning MAY HAVE (don't hold your breath) straightened him out.
But I digress. There are a lot of things that could be changed in the company to make stuff like this "go away," but I don't think they're likely to happen anytime soon. In any case, I've got beers with my name on them for when I get home...so I'll feel good in a bit.
Tier 1 - Basically just customer service. They are our front line. They are not contracted, but rather a very real part of the company and therefore, directly represent the company. They deal with a lot of crap (their queue is ALWAYS ridiculous). The actual issues they deal with can range anywhere from cable issues to sales to cancellations to credit for poor service to much more. HOWEVER, they are not technical, so in that regard, they have to transfer.
Tier 2 - Basic tech support. They are not "officially" part of our company, but I only say that because they're contracted and are all over. As a result, they don't officially represent our company and while I'm sure a good lot of them do a good job, I've learned not to trust them because too often they like to LIE...not just on the notes, but also RIGHT ON THE LINE.
Tier 3 - Advanced tech support. This is...me. I enjoy my job quite a bit, actually. Our support extends beyond basic tech support in that we deal with digital phone, wireless Internet, and a lot more...but I'm not saying our support boundaries are by any means limitless. Notice, however, that we still only deal with advanced Internet and digital phone issues.
*** IMPORTANT ***
A cold transfer is COMPLETELY against policy in most situations. Though I'm unsure exactly what tier 2's policies are on this, as tier 1 is often IN THE SAME BUILDING AS US, BUT DEFINITELY UNDER THE SAME COMPANY REGARDLESS, I know the exactly policy. If a hold time is going to be more than 30 seconds, the customer is apologized to and dropped into our queue.
Why, that'd be great if it were true, wouldn't it? And I suppose there also wouldn't be a necessity for a BLIND TRANSFER LIST either, whereupon we write various offending tier 1 representatives.
And this brings me to my story. I'm sitting here, playing Phoenix Wright, when I get a caller ID flashing on my phone from tier 1.
Me: "My Company, level 3...this is Sage speaking."
(Pause, click...GODDAMMIT)
Me: "Sigh...My Company, level 3...this is Sage speaking."
Customer: "Um, yes."
Me: "Hi, this is Sage. How can I help?"
Cust: "Uh, well...I was put on hold by the last guy...he said something about...researching something? Anyway...now here I am."
Me: "That's...fantastic...anyway, what can I help you with?"
Cust: "Yes...uh...well, when I change channels on my TV, sometimes it can take up to 10 seconds to change the channel."
Me: "..."
Cust: "I just...I noticed it recently and thought that maybe something was wrong with the line."
If I was in a cheerier mood right now, maybe I'd joke about this and try to make some Phoenix Wright references. BUT...I'm not in a very comedic mood right now. Remember how tier 1 is supposed to handle cable calls? And remember how I showed you how I was cold transferred from tier 1? WE KNOW ABOUT JACK SHIT ABOUT CABLE, THAT'S WHY.
The worst part is all I could do was apologize and explain to the customer that the department she was JUST AT was who could answer these questions. Even worse than that...a quick scan of the employee phone directly revealed a number of very interesting things about Bastard Agent #1...
- This was a repeat offender. I had reported him several times prior as well as a number of our other tier 3s.
- This guy also has an "unlisted" extension. I've never understood why our system is set up to even HAVE people unlisted, which almost makes it sound like a conspiracy.
And the big one?
THIS ASSHOLE IS SOMEWHERE IN THIS BUILDING!
Some of my coworkers were actually egging me on trying to get me to go find this guy and demand his supervisor's information. I explained to them that I was angry enough that that probably wouldn't happen and I, well, really didn't want to get fired for impaling his face through a fire sprinkler.
The sad part is that we get cold transfers all the time. Usually, though, the agent meant well that transferred the customer, even though he/she did it improperly. For example, if the customer had a digital phone issue, sure, I'm going to report your ass for improper procedure, but it's still a legitimate call. THIS, though, had NO business coming up to us.
Am I wrong for being mad? Honestly, I feel insulted more than anything. He knew what he was doing. In fact, he knew HOW to take care of the problem, too! That was yet another reason I attempted to look up his number...he never solved the initial problem that he KNEW he could solve. A simple transfer back with a verbal warning MAY HAVE (don't hold your breath) straightened him out.
But I digress. There are a lot of things that could be changed in the company to make stuff like this "go away," but I don't think they're likely to happen anytime soon. In any case, I've got beers with my name on them for when I get home...so I'll feel good in a bit.
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