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Tech support and time limits

How long should the ISP suppport representative be allowed to help one customer?

  • Seven and a half Mins is enough time?

    Votes: 0 0.0%
  • Ten Mins is long enough?

    Votes: 0 0.0%
  • Fifteen Mins is long enough?

    Votes: 0 0.0%
  • Each call for support should be allowed to take as long as the customer needs?

    Votes: 19 100.0%

  • Total voters
    19
When i worked in an internet call support role, some calls could be completed in 2 mins while a few passed the 1 hour mark. I never left a customer feeling worse than when they called me, instead, rather almost all left much happier which was saying something considering some of the very dodgy sales people we had (and of course once they made the sale, the customer could not talk to them gain, but we in support had the joy of tell them that what the salesperson said is not actually technically true :/).

My Line manager and CEO made bluntly clear to me that quality did not take precedent over quantity. (i didnt agree and boy o boy did i experience some turbulence heh)

I found it odd that even though the words 'customer' and 'support' was in my job title, the reality was actually that i was first and foremost expected to 'support' the company. They actually said that it didnt matter if their targets were high, they had to be seen to be aiming for them and that meant there would be "acceptable casualties".

Was quite a depressing time. Though the comoraderie amongst all the support guys was great (probably heightened by the fact that we worked in a very pressured environment)
 
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