One woman's plight in technical support.

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Tuesday, February 06, 2007

What makes you so special?

Ok, I work in a call center-like environment. I get calls from people who've been on hold for an hour. They are upset because of the amount of time that they were on hold, so in retribution they hold you up asking lists of dumb, time-consuming questions or insisting that you hold their hand through the simplest of procedures.
They never seem to understand that our hold times would be shorter if they didn't create a laundry list and expect every whim to be fulfilled just because they had to sit for an extra 10 minutes on hold.
We understand you've been waiting a long time and we would love to help you as fast as possible, but if you take your time and stall for no real reason, you will be the reason that someone else will do the same thing. If you want faster service be kind to those behind you in line and limit your call to the issue at hand. Save the laundry list of items for your user guide or online/email support.
If you absolutely must call in for support, in the case of the documentation not fulfilling your needs, try to call very early in the morning. Morning hours are the best times to get support - every place I've ever worked in support was always dead during the first hour. If you choose to call at lunch time, expect to be on hold for 30 - 60 minutes at least. This is especially the case within the first month after a new version of your software is released, or right after a national holiday.
If you're looking for a good day to call in, the day before Christmas, Thanksgiving, and Easter. Also, if your support center is open on weekends or other travel holidays, call in on those days.

Have a great day and enjoy calling!

Labels: call centers, calling, holidays, phone, phone support, tech, technical, technical support

If you have tech horror stories you'd like to share I'd love to hear them! If I really really like it, I'll even blog about it. So let's hear it, what do your dumb customers do?

posted by Reine at 10:47 AM

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