When I started out in computers I worked at an outsourced call center for various technical products. My performance was in fact rated on how many calls I took and how fast I got off the phone. I think most call centers work this way. They should be rated on whether or not the customer has to call back for more help.
I did learn a few tricks on how to get the most out of phone support. Here are a few good pointers. 1.) Never yell or curse This is the fastest way to get disconnected. 2.) explain your problem and what you have done to correct it. I usually write it down while I am on hold. 3.) Get the name, ID number or whatever of the person you are talking to. 4.) If the person is unable to help you, ask for there manager. 5.) Don't accept the old "call back if that doesn't work." The tech wants to get off the phone fast. You can use that to your advantage. However, I would rate Cisco very good on the few TAC cases I have openned. --- Kevin Cullimore wrote: > Generally, for the purposes of effecting scaleable > call-tracking management, > larger organizations tend to have explicit policies > regarding call closure, > specifying intervals of time which must elapse or a > certain number of > unanswered attempts to contact the customer in order > to close a call without > the requestor's explicit permission. Almost > Invariably, the support > personnel are required to send a form letter > requesting that the "end-user" > respond if they are not in agreement with this > action. > > I've seen the TAC provide high-level weekend > support, it just tends to take > a little longer. > > > ----- Original Message ----- > From: "Paul Jin" > To: > Sent: Sunday, April 21, 2002 1:40 PM > Subject: Re: TAC [7:42141] > > > > see inline - > > > > Craig Columbus wrote: > > > > > > 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. > > > > > > > Generally, the TAC should be asking the customer > if the problem has been > > resolved and if the case should be closed. But > depending on > > circumstances, TAC can close it as well. But > usually, I get emails from > my > > TAC engineer asking if the issue has been resolved > and can we close the > case. > > > > > > > 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. > > > > Probably because most TAC people are overworked > now because of the > layoffs. > > Cisco probably have not been selling much new > gears in the last 2 years, > but > > the day to day TAC support business probably never > went down, but they > laid > > off people so fewer people are handling the same > amount of TAC calls. > > > > And I think certain things that go to development > engineer type groups > have > > been taking longer and longer to be resolved. > Something that should take > 1 > > week, might now take 2-3 weeks. > > > > > > > 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 [EMAIL PROTECTED] __________________________________________________ Do You Yahoo!? Yahoo! Games - play chess, backgammon, pool and more http://games.yahoo.com/ Message Posted at: http://www.groupstudy.com/form/read.php?f=7&i=42164&t=42141 -------------------------------------------------- FAQ, list archives, and subscription info: http://www.groupstudy.com/list/cisco.html Report misconduct and Nondisclosure violations to [EMAIL PROTECTED]
