Signs your helpdesk is doomed

[the-s-guy.livejournal.com]

You know you're doomed when -

- the CIO prefers that callers hang up in frustration instead of getting through to a tech.

- your software developers' support plan is "Eh, ship it, they can call Helpdesk."

- you have to schedule extra shifts just to process the email that builds up each day

- 90% of your techs have been around for less than six months

- you're no longer allowed to confiscate random electronic crap that people plug into your network

- coffee and cola are banned from the cubicles

- you're told you have to be nice to the callers

- and ...?

Comments

[fnordx.livejournal.com]

And you have to ask your supervisor for permission to go to the bathroom.

[greeklady.livejournal.com]

- coffee and cola are banned from the cubicles

Yeah I'd quit right there. And I was IT for a call center and the people on the calls had to ask permission to pee. It was a total joke.

[thatvoiceguy.livejournal.com]

I work next to a guy who's over 50, and he will not hesitate to tell a caller "Let me call you back, my bladder's not gonna make it."

[greeklady.livejournal.com]

EWWW TMI over the phone man. I'd be so growsed out.

[thatvoiceguy.livejournal.com]

I know. You can practically hear the caller's stunned silence on the other end...

Still, I gotta admire the way he flaunts the pee-break rules.

[litch.livejournal.com]

yet another reason twittering barbi girls shouldn't be allowed to call techsupport

[geekgrrl-ca.livejournal.com]

I put them on hold and say to hell with them.

[harry-whodunnit.livejournal.com]

Heh. The last company I worked for tried that, then dropped it a week later, when the legal department pointed out you can't do that in this country...

[thatvoiceguy.livejournal.com]

- you have to schedule extra shifts just to process the email that builds up each day

Welcome to my world.

- coffee and cola are banned from the cubicles

That day will be infamous, and will be forever remembered with the words "disgruntled employee".*

[swwinchester.livejournal.com]

Hey, I know I'd start taking out management drones if that happened ...

[litch.livejournal.com]

submitting a bug to engineering is a career limiting maneuver

[geekgrrl-ca.livejournal.com]

We're losing about 10 people a week.

I've never worked at a place that either termed or had 6 people quit a week every week.

[geekgrrl-ca.livejournal.com]

They dropped the starting wage at my site a dollar. We were told how good things would get when the holdings company bought our company but I haven't seen anything yet.

[jahbulon.livejournal.com]

I really don't think that less calls answered + poor quality of service when calls are answered + staff with less product knowledge/loyalty to company = cheaper in long run.

[jahbulon.livejournal.com]

Bureaucracy doesn't need someone to think anything, it just moves on by itself like some great lumbering beast.

[geekgrrl-ca.livejournal.com]

Well being in a small town where jobs are scarce you get away with alot. I don't know how many people I've seen that quit and come back.

[ladynisa.livejournal.com]

Actually, its a hell of a lot more expensive, especailly if they go through a temp agency

[kostika.livejournal.com]

Sounds like you worked for an outsourcer. When I was working in a call centre, we used to lose people at a huge rate, not many lasting over 6 months.

[ravenshrinkery.livejournal.com]

Outsourcing attrition bites. 15% of the desk leaves every month. We're just trying to hang on right now until a seasonal desk (tax related) gets done and try to cannibalize anyone left there that's still willing. Having been on this desk more than a year there's only a handful of faces I recognize having been there when I started.

[geekgrrl-ca.livejournal.com]

The only good thing is seniority goes up.

I once worked for an outsourcer who outsourced our outsource.

[xdownfornowx.livejournal.com]

tech support make a commision for selling add ons.

[ravenshrinkery.livejournal.com]

That's not just in our job - that's more than half of our job. When in doubt, sell them something.

[geekgrrl-ca.livejournal.com]

That's become our job. We have a quota. The sales team doesn't have a quota. What's up with that?