Well, I'm finally out of the security biz, and I've gotten myself a great new job working in a call center (Not sarcastic at all, this sort of work really suits me. I'm told I have a really strong 'radio personality' voice)
I've done tech support before, and I know the pitfalls. I'm prepared for the angry, sucky, entitled people, the landmine calls set up by previous agents/techs who promise things we don't, can't, and never will be able to deliver (Thus generating wholly justified sucky people) and the fun of having vital tools go down just as we get socked with a call spike. This is normal and expected. But, there is one thing that still boggles me.
You are calling about your internet being out. Okay, that's fine. No, wait, it's your mother's internet, but she's elderly and has a tough time with these calls. That's perfectly fine! I can still help! Ah, but you're not currently there.
You're at home.
Your home.
In a different province.
That's like calling the mechanic and asking him to fix your car over the phone, then telling him 'Sorry Mario, the Pinto is in another castle!... err, Garage! But if I tell you the noise it made... well, I don't even know that. But if I tell you it's broken, can you tell me how to fix it?'
If it was an isolated call, I could understand, but... ARRRGH! I got FIVE calls yesterday which were people who said 'Oh sorry, I'm not at home right now. Should I call back when I'm actually there?' or who for whatever other reason couldn't do basic troubleshooting.
My call center dings you for callbacks by the same client within a 30 day period. Thank you for the free additions to my repeat rate guys. *Grumble*
I've done tech support before, and I know the pitfalls. I'm prepared for the angry, sucky, entitled people, the landmine calls set up by previous agents/techs who promise things we don't, can't, and never will be able to deliver (Thus generating wholly justified sucky people) and the fun of having vital tools go down just as we get socked with a call spike. This is normal and expected. But, there is one thing that still boggles me.
You are calling about your internet being out. Okay, that's fine. No, wait, it's your mother's internet, but she's elderly and has a tough time with these calls. That's perfectly fine! I can still help! Ah, but you're not currently there.
You're at home.
Your home.
In a different province.
That's like calling the mechanic and asking him to fix your car over the phone, then telling him 'Sorry Mario, the Pinto is in another castle!... err, Garage! But if I tell you the noise it made... well, I don't even know that. But if I tell you it's broken, can you tell me how to fix it?'
If it was an isolated call, I could understand, but... ARRRGH! I got FIVE calls yesterday which were people who said 'Oh sorry, I'm not at home right now. Should I call back when I'm actually there?' or who for whatever other reason couldn't do basic troubleshooting.
My call center dings you for callbacks by the same client within a 30 day period. Thank you for the free additions to my repeat rate guys. *Grumble*
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