My honest assessment of the problem you describe is that your $dayjob is hiring mongoloid windowlickers.
I have neither the time to waste nor the crayons to explain shit to people like that. Either you carry your weight and earn $goodpay or you're simply a liability causing us to spend more money than you are generating for us. Sorry for the technical jargon, I'll try to keep it in layman's terms next time. On Thu, Feb 4, 2016 at 9:13 AM, That One Guy /sarcasm <thatoneguyst...@gmail.com> wrote: > This is the exact problem I want to negate. > > Im currently rewriting yet another troubleshooting guide that no one will > follow, (irritates me, I made a powercode specific one a few years ago that > other powercode users liked, but it never even got handed to our in house > staff) specifically because they have just enough knowledge of our systems > to be idiots. They bypass power cycling because powercode shows the radio in > bad status, only the reason its in bad status is because of something dumb > like a 10mb ethernet connection, that the first step is what? powercycling, > instead it becomes a ticket for "techs to look at" > > Or they tell the customer to power cycle with no instruction, i get on and > the system has a 6 month uptime. > > We had an on staff customer service/tier 1 tech, dont know what the pay was, > but it had to be minimum wage, that got us 8 hours 5 days of useless support > and the inability to do the simplest of sales tasks like asking a business > customer whether they need a static IP. The only loss to outsourcing is > theres not a guy you can have deliver parts somewhere. > > It pisses me off to come in to a bunch of open tickets that could have been > handled up to a point of legitimate escalation in 3-10 minutes on the phone. > > Its a good point though about the high tier customers being handled > delicately with a prompt escalation. > > On Thu, Feb 4, 2016 at 8:39 AM, Adam Moffett <dmmoff...@gmail.com> wrote: >> >> A call center will never be as good at tech support as your own staff will >> be. They can help people reboot, and they can follow whatever >> troubleshooting steps you give them to follow. They can do basic billing >> and sales stuff as long as you give them the information they need to do >> that. You can't expect them to figure out anything that would require >> knowledge of your network, and to be frank I would try to keep your >> expectations as low as possible. Write them a troubleshooting guide as if >> you were writing it for an idiot.....be specific and clear and provide >> pictures. >> >> Also, if you have any high value business accounts, make sure to account >> for that somehow. Your enterprise customers will get riled up if the call >> center tries to walk them through rebooting their equipment, which happens >> to be a licensed backhaul and Cisco router. Even more so once they figure >> out that the only thing the call center can do for them is open a ticket >> that you won't see until the morning. One way to address that is make the >> first step in the troubleshooting guide: "look at one of their monthly >> invoices, if it's greater than $500 then stop here and call our cell phones >> until we wake up". >> >> All that said, it's better to have a warm body on the phone who can shield >> you from dumb problems. If nothing else, pay them per incident and only >> send them the overnight calls. >> >> >> On 2/4/2016 12:23 AM, That One Guy /sarcasm wrote: >> >> interesting, i anticipated lower level tech, more sales. sounds even >> better with actual tech support >> >> On Wed, Feb 3, 2016 at 11:16 PM, Ken Hohhof <af...@kwisp.com> wrote: >>> >>> I’m trying to imagine having the phones covered 24/7 for awhile and then >>> taking it away after the night owls and lonely hearts get used to being able >>> to call in the middle of the night. Call center support must be a one-way >>> street, you can’t go back. >>> >>> Because customers can accept being treated like dirt, but don’t ever give >>> them something nice and then try to take it back. >>> >>> >>> From: Jeremy >>> Sent: Wednesday, February 03, 2016 10:54 PM >>> To: af@afmug.com >>> Subject: Re: [AFMUG] Call center pricing >>> >>> Yep, $24K a year. They will do some basic sales, but you have to realize >>> that these are tech support guys...they aren't really salesmen. They are >>> willing to answer some questions, and will schedule an install when someone >>> calls in and says "I want to be installed on X day"...but when the customer >>> needs to 'be sold' don't expect any big numbers. >>> >>> Still, when you add it up. 1,000 customers at $2,000 a month...you will >>> never hire ONE employee at minimum wage to answer your calls at that rate. >>> Not to mention that employee will only work 8 hours a day. This route, you >>> end up with a call center that has 15 or 20 techs that can take calls >>> simultaneously, and it runs 24 hours. If you can't tell I've already sold >>> myself and am working on switching right now. >>> >>> On Wed, Feb 3, 2016 at 9:11 PM, That One Guy /sarcasm >>> <thatoneguyst...@gmail.com> wrote: >>>> >>>> so for 1k customers youd be looking at 24k per year? >>>> >>>> whats a 2 dollar service get you? basic tier 1 tech support (powercycle >>>> and a ticket)? basic billing stuff, take payments under specific >>>> circumstance, and a ticket? Presales info? >>>> >>>> On Wed, Feb 3, 2016 at 10:08 PM, Jeremy <jeremysmi...@gmail.com> wrote: >>>>> >>>>> $2.00 per customer per month. >>>>> >>>>> On Wed, Feb 3, 2016 at 8:28 PM, That One Guy /sarcasm >>>>> <thatoneguyst...@gmail.com> wrote: >>>>>> >>>>>> what kind of dough gets paid for call centers capable of answering our >>>>>> industries phones? >>>>>> >>>>>> >>>>>> -- >>>>>> If you only see yourself as part of the team but you don't see your >>>>>> team as part of yourself you have already failed as part of the team. >>>>> >>>>> >>>> >>>> >>>> >>>> >>>> -- >>>> If you only see yourself as part of the team but you don't see your team >>>> as part of yourself you have already failed as part of the team. >>> >>> >> >> >> >> >> -- >> If you only see yourself as part of the team but you don't see your team >> as part of yourself you have already failed as part of the team. >> >> > > > > -- > If you only see yourself as part of the team but you don't see your team as > part of yourself you have already failed as part of the team.
