4 outta 5 ain't bad. Oh, wait.

[the-s-guy.livejournal.com]

I got bored a couple of weeks back, and went and analysed my last thousand tickets with a view to classifying the incoming calls from our corporate users. Here's what I found.

30% - stuff that should have been handled by the caller or their manager without our help. Reboots, wanting to know how their co-worker did something or what their local office policy was, crap like that

20% - calls misdirected to us by the World's Worst IVR System

10% - calls for one single particular type of access which should really be set up so users can self-grant it, because it's never denied

10% - ongoing known faults with in-house software that the programmers and project managers will never be held responsible for, or have to fix, even though most of the fixes would take about half a day's coding, testing and debugging

5% - ongoing known faults and errors which in-house software could easily be written to deal with automatically and silently in the background

5% - rampant stupidity and/or clumsiness


20% - actual genuine real work


I'm tempted to request 80% of our budget for a 'special project'.

Comments

[krrayn.livejournal.com]

I'm tempted to encourage you to burn that document and erase all records of your analysis in the interests of job security, but I despise inefficiency as much as anyone.

Then again, that 5% rampant stupidity will never go away...

[the-s-guy.livejournal.com]

I've already spammed it to a couple of the managers. And job security is the least of my worries. I process about twice to three times as many calls as anyone else - I'm pretty much unfireable.