The Jake
01-29-2003, 08:32 PM
12:22pm
We're taken heavy hits today on the phones
100 Total Service Factor on Level 1 Support.
Level 2 OTOH...49% 18/112
Meaning we've dropped 18 of the 112 calls we've taken.
We're getting absolutely hammered on level 2 this morning. Only now that our lemming customers are on lunch is there a reprieve. This will end after 1pm.
Oh what do you know? Another level 2 call.
Every ****en call I've taken today is not a standard support call. Gone are the days of "my coffee cup holder is broken". This is now replaced by phone telepathy, where the client calls up with a problem and you must use your psychic powers to determine the problem. I mean, can't we use Zener cards and at least make this a bit more fun??
I get the phone job of answering BOTH queues.
Now I've got a telehousing access request. These aren't too common although this represents the most "normal" call I've had all day.
What I would like is a menu system that Gates himself couldn't navigate, asking customers to specifically define the problem. If their problem does not fit within the confines of the problem they entered on the phones, they get transferred back into the queue, to answer the menu again and take another stab at it.
This would reduce our wait times to **** all, decrease talk time and ensure that support could address all problems correctly, in a timely, efficient and cost effective manner.
- The Jake
We're taken heavy hits today on the phones
100 Total Service Factor on Level 1 Support.
Level 2 OTOH...49% 18/112
Meaning we've dropped 18 of the 112 calls we've taken.
We're getting absolutely hammered on level 2 this morning. Only now that our lemming customers are on lunch is there a reprieve. This will end after 1pm.
Oh what do you know? Another level 2 call.
Every ****en call I've taken today is not a standard support call. Gone are the days of "my coffee cup holder is broken". This is now replaced by phone telepathy, where the client calls up with a problem and you must use your psychic powers to determine the problem. I mean, can't we use Zener cards and at least make this a bit more fun??
I get the phone job of answering BOTH queues.
Now I've got a telehousing access request. These aren't too common although this represents the most "normal" call I've had all day.
What I would like is a menu system that Gates himself couldn't navigate, asking customers to specifically define the problem. If their problem does not fit within the confines of the problem they entered on the phones, they get transferred back into the queue, to answer the menu again and take another stab at it.
This would reduce our wait times to **** all, decrease talk time and ensure that support could address all problems correctly, in a timely, efficient and cost effective manner.
- The Jake