Group, Sorry to be a little late to the topic, but I've not kept up lately :-)
About 1 year ago I left a company that provided a TAC for Cisco, I don't know if alot of people know it or not, but Cisco outsources alot of the TAC support. When I worked at the TAC we were rated on two things, the number of cases closed and our Bingo Score. The Bingo score is you average rating from the surveys each of you have gotten when a case is closed. They're were small monetary rewards for having the highest number of closed cases accompanied by the number of High 5 Bingo scores you had received. BTW, a HIGH 5 Bingo is when a customer gave you all 5's on the survey. What happens alot is the lesser quality engineers who have been lazy all month, all of a sudden get serious at the end of the month realizing they don't have the cases closed numbers and start taking and immediately closing the cases, only to have them reopened later by another engineer, eventually this catches up to the person but it went on alot more frequently that it should have. Another thing that happens for instance, the team I worked on initially supported the 1600-3600 Routers for ISDN, Frame-Relay, NAT, Access-lists, and other general purpose IOS issues. In the span of a week, management said you will start getting 700 router cases, my team got about 1 hour's worth of training and then were charged with solving 700 cases, of course the 700 router is a completely different IOS which took a little while to get use to. I suspect that's what happened, a team was given a new techonology to support, received little training and then were asked to start solving cases and maintain the same Bingo Scores, etc.... The reason I left the TAC I worked for was monetary, the pay was low, but the experience was invaluable. Hope this helps. Stephen Manuel -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]]On Behalf Of Steven A. Ridder Sent: Sunday, April 21, 2002 9:10 PM To: [EMAIL PROTECTED] Subject: Re: TAC [7:42141] What I meant was in the past, I have opened up cases for customers on a weekday, then come a weekend, the TAC engineer is gone until the next Mon. I was just curious if this was the norm. ""Chuck"" wrote in message [EMAIL PROTECTED]">news:[EMAIL PROTECTED]... > I would presume that if you have a 7x24 onsite contract, you could expect > engineering support on a weekend. > > Do you mean someone looking at configurations, checking for bugs, replacing > failed hardware, what specifically? > > > > > ""Steven A. Ridder"" wrote in message > [EMAIL PROTECTED]">news:[EMAIL PROTECTED]... > > Has anyone ever had TAC work on a weekend? How can I get an engineer on a > > weekend if I ever needed one? > > > > -- > > > > RFC 1149 Compliant. > > Get in my head: > > http://sar.dynu.com > > > > > > ""Craig Columbus"" wrote in message > > [EMAIL PROTECTED]">news:[EMAIL PROTECTED]... > > > In my experience, either side can close the case. > > > > > > I've had TAC close cases that were not even close to being resolved. I > > > assume that there's some type of reward structure for closing cases > > quickly. > > > > > > On another topic, has anyone had the experience that TAC is perhaps > > > slipping a bit when it comes to the quality of the first line engineers? > > I > > > don't remember having any problems with TAC until about the time Cisco's > > > stock price started seriously dropping. Since that time, I've had > several > > > occurrences where I've had extremely rude and/or incompetent people > > > initially handle my TAC cases. In each instance, I've had to get rude > > back > > > and insist that they drop the case and transfer me to their > > > supervisor. Once transferred, I got the superior TAC support that I'm > > used > > > to. I spoke with a colleague about this, and he told me that he's had > > > exactly the same experience. What's been your experience? Has this > > > happened with increasing frequency to any of you? > > > > > > Craig > > > > > > > > > > > > At 10:28 AM 4/21/2002 -0400, you wrote: > > > >You have worked with TAC on a case. The problem is resolved. > > > > > > > >Who will close the case? The TAC engineer or the customer > > > > > > > >Thanks, > > > > > > > >Pierre-Alex Message Posted at: http://www.groupstudy.com/form/read.php?f=7&i=42423&t=42141 -------------------------------------------------- FAQ, list archives, and subscription info: http://www.groupstudy.com/list/cisco.html Report misconduct and Nondisclosure violations to [EMAIL PROTECTED]
