OK, Fess Up..

[dmsalem00.livejournal.com]

Anyone on here work for AOL? If so, I wanna know.

Maybe you can explain to me why, every time a customer can't connect to AOL, they get referred back to MY company?

No, it's not b/c of a problem with the computer. And I'll run the customer through EVERYTHING before I refer them back to you, AOL. And I'll tell them WHY it's not a problem with our system. And I'll tell them WHAT to tell AOL when they talk to them again.

And no, it's not just an isolated incident. Someone's got a Dell? Refer them back to my company. Someone's got an HP? Refer them back to my company. Someone's got a Compaq? Refer them back to my company. Someone's got a Gateway? Ditto.

IT'S NOT MY RESPONSIBILITY TO FIX AOL'S INTERNET CONNECTIVITY ISSUES, ESPECIALLY WHEN IT'S NOT A COMPUTER BUILT BY *MY* COMPANY.

Someone explain this logic to me?

Comments

[dmsalem00.livejournal.com]

What if I were to tell you I was outsourced?

maybe, maybe not..

Either way, fixing the problem in my call center ranks WAY higher than a low call time. I really think AOL should take notes.

[naggy.livejournal.com]

My previous job was as an outsourced helpdesk. While we were highly encouraged to fix the problem first, the contract read that we were paid for calls and how many tickets were open; so if you didn't reopen the previous ticket, it *looked* like a new call (an easy mistake, if the caller doesn't tell you he called on this before).

However, amazingly, morons who couldn't guide someone to the one switch never got fired. Kinda gave me a hint where the priorities really were...

[dmsalem00.livejournal.com]

yeah, i'm not going to lie and say we're all "leet" techs in my center, i mean jesus on a hot dog stick how do some of these people keep their jobs?

I guess that's what metrics are for. i think i'm the one of the only(i was going to say only period, but my fiance just walked in, and she's pretty balsy too) in the building with the jueves to actually dig through a customer's registry on the phone with them.

fortunately, my call time's only about 2 minutes over recommended average. i'm not sweating. my first-time resolution is higher than people that have been there years longer.