Quote:
Originally Posted by Skyman 08
First being put on hold for an hour before getting to speak to someone ticks most people off, that and having a technical problem or billing problem and they are in a bad mood to begin with....
I have found out that 90% of tech support people know nothing technical.. they read it of a check sheet and if that don't fix the problem they are lost...
I usually know what is wrong before they do and I will right off tell them what is wrong and they still insist at starting from the very first step.(stuff I have already tried).. 45 minutes later if I am lucky they will get to the part I told them about in the beginning..
9 times out of 10 it will fix the problem... (usually it is something on their end that need fixing, not on mine)
|
A lot of us do not know enough to do our jobs.
We do what we are expected to do, and then we send out someone more technically inclined to actually help you at your place.
They don't have a choice but to troubleshoot according to the sheet or guide. We can lose our jobs if we don't follow standard operating procedures, also known as quality guidelines. Even if you claim to know the problem, we have to go through the motions. If we don't, we might not be working there for very long.
It sucks, and that's why I'm working on getting out of this position as quickly as possible.
There are 2 reasons why we do this.
The cable company wants to save money. If we send out a technician for every technical problem, I guarantee you that you will have to wait longer for a technician, and your bill will go up. You will have to wait longer for a tech to come out because half of these issues can be resolved over the phone, including simply plugging in the equipment. If we had to send someone to drive 20 minutes or more to your place to plug a DVR into a TV, then someone who actually needs the help will have to wait longer. You will also call again, making the company pay for an agent to talk to you. Why will you call again? You'll call because the tech will bill you for coming out. I'm happy to bill you for sending out a technician when you refuse to let me do my job, and I'll be happy to not credit you when you call later disputing the charges. If I can do it, you can do it, and most people are too lazy to do it.
We want to keep our jobs This is another reason why we follow obvious and redundant procedures for making sure that your cable works. If we don't do these procedures, the quality assurance department will give us low scores for failing to do our jobs. Enough low scores causes us to get written up by our supervisors and eventually fired. As much as we hate our jobs, we don't want to live on the streets.
You may know what the problem is, but any good agent will probably not listen to you. We hear about these problems every single day, and you've only had that same problem a couple of times at best. Let us fix your problem or we'll be happy to charge you or put you on hold for a supervisor who will tell you that you should have listened to us. Don't tell us how to do our jobs. You wouldn't like it either.