On 06/07/2005, at 9:22 AM, Onno Benschop wrote:
Matthew Healey wrote:
On 05/07/2005, at 7:56 PM, Craig Ringer wrote:
Does anybody here know why companies put these scripts in place?
I've never seen the logic behind it.
Companies are usually obliged by law (or industry practice) to
provide support. A script means that they can hire unskilled
workers to perform that support. It costs money to hire someone
who can actually think and comprehend.
Any monkey can read a script, and you can pay them peanuts.
Uhm, no.
Uhm, yes.
If I ring 133 622 and work through the maze to tech support, I end up
somewhere in India, talking to someone who barely speaks English and
really doesn't have a clue about anything other than what's on the
script in front of him.
Contrast that to Apple premium support, which costs money.
I ring, and get through almost immediately to someone who speaks
English (albeit with an American accent). The person on the other end
of the phone actually knows the product they are supporting, because
they have it in front of them. I ask all sorts of weird questions,
and they answer every single one. (In one case they getting the guy
who wrote the function in on a conference call.) Staff turn over is
low, as I usually get one or two of the same people each time I call.
If you want decent support it costs money, and most companies don't
want to spend it.
Pay peanuts, get monkeys.
- Matt
