Your workload?

[the-s-guy.livejournal.com]

Those who've worked in the industry for a bit know that workloads can vary greatly from job to job and group to group. In the interests of comparison, how many calls/emails does your team handle? How many people in your team? And what's the nature of the beast? (Easy, mixed bag, godawful killers)

To salt the hat a little, I'll throw in the following:

First job (before training the users): about 100/week, 1-person team, floorwalking (mostly easy/training, but a lot of walking)

First job after training users: about 10/wk.

Second job: 2000/wk, 2-person phone team + 10 floorwalkers (rotating), mixed bag (lots of running and self-imposed 2-minute call limits, but damn we had fun)

Third job: 2500/wk, 50-person team of whom only about 10-20 actually do any TS work at any given time (we're top-heavy on management and lending out staff), 75% of the calls (no kidding) are "you have called the wrong number." Depressing.

Comments

[jon787.livejournal.com]

As the lone techie at a small school district probably 20-30 problems a week. These range from teaching people how to use a scanner to tracking down the zombied box on the network.

[gotica.livejournal.com]

1: 3000ish calls + 500ish emails a day - 50ish staff.
2: 300ish calls + 200ish emails a day - 15ish staff.

And that 3rd I'm hoping for:

30ish calls + 30ish emails a day - 6ish staff.

[kizayaen.livejournal.com]

I don't have great numbers, but I can make rough generalizations.

For some reason seasonally we vary, for no reason I can figure out at all.

During the winter/fall, 30 calls a day was not unusual for me, though anything over that was a bit heavier than usual caseload. I should note that I was usually the second or third highest calltaker on the desk for basically all that time. We averaged around 40 people on the desk between the day and night shifts.

Currently I'm taking probably closer to 20-25 calls a week. I don't know my overall or monthly rankings, but last week I was 3rd on the desk, and the week before 4th. We're down to probably 30-32 people right now.


It's worth noting that of those 30ish people here now, myself and one other have put in notice; three more are considering quitting because they've been put on Personal Improvement Plans and written warning for what amount to trifling matters, and at least another good six or eight have asked me if the company who's hired me is looking for anyone else, and are actively putting in resumes.

Our trainer has come out and said that she never intended to take the position permanently; she stepped up to fill in temporarily after our last trainer passed away and they just never bothered to get a new full-time one. She now wants to be removed from the trainer position and go back to her CSR3 job. She has been informed that she will not be permitted to demote herself and that no CSR3 positions are available anyway. She's stated that she'll take CSR3, CSR2, or CSR1; basically anything to get out of training. They're holding firm on "No, because I said so." I don't see her putting up with this much longer.

Nearly all of these people are the ones who've been around for one to five years, some longer. I would NOT want to be one of the poor fifteen bastards left when the call volume starts to go back up for the winter... especially since they're moving to a new CRM suite, dealing with a four-thousand person major hardware rollout, and the implementation of a half dozen completely new major systems that we'll be supporting...

[harry-whodunnit.livejournal.com]

100 a week? Are you serious?

First job: 85 - 90 calls a day.

Second job: 50 - 60 emails a day.

Third job: 35 - 40 calls a day.

Current job: mixed bag, hard to say. Probably around 60 - 70 jobs a day, but a significant number of them are just approve-and-close.

[the-s-guy.livejournal.com]

It varied. And as I was the only person there, sometimes it would stack up, especially when the network broke.

There were also a significant amount of paradigm-shift calls. We'd just moved an office of 100 people from the mainframe terminals they'd been using for the past 20+ years onto Windows 3.1, and a lot of the old-timers were having problems making the switch to GUIs and user-end hardware that you couldn't just switch off.

Additionally, it was usually faster to leave my desk and go fix the problem in person, which meant a lot of jogging up and down stairwells and across office floors, followed by patient handholding for ten or twenty minutes, then returning to my desk only to get another call thirty seconds later. When I could get back to my desk without being flagged down, that is - some days I wouldn't see it for more than the five minutes each morning that was spent checking the night's paperwork after swapping the server backup tapes over.

Of course, sometimes there were days where almost nothing happened. So they put me on supply restocking :) Four hundred kilos of assorted stationery and forms which had to be sorted out into the storeroom and then used to replenish all the secondary stashes around the office.

The previous holder of the job had never seemed to be out of breath or in physical agony at any point, so I had assumed the tasks were fairly light when I took them on. I only found out afterwards that he had been a regularly-competing triathlete at the time.

After that gig, the mostly-floorwalking TS I did at the next job seemed a cakewalk in comparison. Sure, I was still dashing up and down stairs all the time, but at least I didn't have to be carrying six kilos of form X-397A while I did it, and I was part of a team who were handling anything that came up while I was out on a 'run'.

Still, it was quite an ego rush for a neophyte techie to be in 'charge' of an entire 100-user office, where everyone knew my name, desk location and phone number. Ah, for the days of youthful enthusiasm. *Wist*

[redqueenmeg.livejournal.com]

I don't know team totals, but the first job I had doing e-support I was personally handling anywhere from 125-200 emails per day (and not just using macros to suggest troubleshooting--I didn't use the macros because they were misspelled and horrible).

When I changed back to phone support at my second job, I would do around fifty calls a day, up to 95 or so when phones were really busy.

[gilmoure.livejournal.com]

15-18 people/10k calls a month. I'm the top call taker and average 900-1100 calls a month plus 250 emails, 1 week a month. It's not too bad. We're encouraged to not take any more than 20 minutes a call, before sending a ticket on to techs or application admins.

[katyism.livejournal.com]

I can't seem to find our official statistics pages, but I did my own little search.

I take approximately 400 phone calls per month. More like 300 or 250 during the summer. During the fall rush it's more like 800 or 900. My teammates do about the same, and at any given time there are 10 PC consultants, 2 mac guys, and 2 or 3 mission critical guys. There is a similar distribution at other locations where they take calls at the same time and different times. Overall I think there are about 100 employees who do what I do regularly.

This is not counting my e-mail and chat shifts. During those (which usually last about 4 hours a couple times a week) I answer 300 emails a month. If they'd let me do it full time I could efficiently do at least 900 a month instead of putting me on phones most of the time.

[teriwyn.livejournal.com]

The first job I don't have numbers for, but I personally fielded about 85 calls per 10 hour day there. It was a dialup ISP and has since outsourced support.

#2: 2000-3000 calls avg per day over 102 agents. (Call and staffing levels would fluctuate based on the day of the week... we had 102 agents employed, but a maximum of 50-some working at any given time.) This was a cable ISP. The calls grew to be easy/mindless in no time.

#3: 500 calls avg per day over about 15-20 people. This was a small software vendor for Medical Records and transcription software. These calls were somewhere between mixed bag and awful. We were "Tier-everything" support, dialing in to remote sites where necessary and handling everything short of an actual bug in the application (which would elicit immediate escalation to developers).

#4: 60-90 calls avg per day with 5 people. This is a government job supporting mostly government and contract workers along with a handful of Army pesonnel. Most issues are very easy as long as it is an application you have dealt with before. Occasionally, someone using a software program that hasn't been down in years, is used by all of two people, and nobody knows anything about will call. Those are exciting. Proprietary software for the lose!