Problematic to address when problem staff have the same last name as owners
Even more problematic when that environment generates an environment where non similar monikers lack any accountability I could go on and on about this, but I still believe that if you bully through and issue and drink heavy enough in your off hours you can find solutions to fix things from the inside On Thu, Feb 4, 2016 at 9:46 AM, Josh Reynolds <[email protected]> wrote: > 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 > <[email protected]> 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 <[email protected]> > 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 <[email protected]> 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: [email protected] > >>> 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 > >>> <[email protected]> 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 <[email protected]> > wrote: > >>>>> > >>>>> $2.00 per customer per month. > >>>>> > >>>>> On Wed, Feb 3, 2016 at 8:28 PM, That One Guy /sarcasm > >>>>> <[email protected]> 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. > -- 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.
