Now that you put things in that perspective, I will concede a little ground.
We do have people that are better at certain things than others, but the manager never gets involved. The problem that we do have though, is that when there is a mistake, instead of dealing with the person that made the mistake, the entire department gets chewed out. I have a problem with that.
The problem with what goes on in the department is that we aren't assigned calls; all calls go into the queue and we call everyone back. So those that don't know what they're doing either take calls that are simple or they take everything so that they can claim to have "triaged" but in reality all they're doing is passing the buck because they aren't cutting down on the volume that is passed on to the people that know what they're doing.
The good news is that I'm not in that department anymore, so I shouldn't care. The bad news is that currently, they've got one of the developers working on integrating the ticket tracking system and the call log in order to try to get a feel for how long an average call for a specific problem takes. There's a few problems with this.
First, there isn't enough granularity with the types of calls. The call type is vaguely broken up by product and category. The problem here is that there isn't enough categories, so someone that is having a problem with turing on their machine when using a specific title of ours is a whole lot different from some dipshit that doesn't know the first thing about networking and blames us for "their program not working correctly."
Secondly, the statistics aren't going to be helpful at all. Instead of taking a hard look at the data, the numbers will be used to justify keeping the deadweight around. "She takes more calls than anybody and she has the shortest time on her calls too!" Oh yeah? So could I if I called up a customer and told them to eat shit and die. What's your point?
When the development came up in Code Review I was livid. I facetiously asked if they were going to include the audio of the call as a column in the data set. I later made another comment to whester (who, by the way, is having to pick up the slack I leave behind) that perhaps they ought to have yet two more columns for the nudies taken by the X-ray scanners (which of course my company doesn't have–yet) and the analysis of the weekly anal swabbing.
Tech Support is the department that holds everything together because that is the department that catches all the shit from both ends. If the turnover I predicted occurs, there will be no more company.
At least they haven't started welshing on the tuition reimbursement–yet.
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ninetydegrees
(no subject)
We do have people that are better at certain things than others, but the manager never gets involved. The problem that we do have though, is that when there is a mistake, instead of dealing with the person that made the mistake, the entire department gets chewed out. I have a problem with that.
The problem with what goes on in the department is that we aren't assigned calls; all calls go into the queue and we call everyone back. So those that don't know what they're doing either take calls that are simple or they take everything so that they can claim to have "triaged" but in reality all they're doing is passing the buck because they aren't cutting down on the volume that is passed on to the people that know what they're doing.
The good news is that I'm not in that department anymore, so I shouldn't care. The bad news is that currently, they've got one of the developers working on integrating the ticket tracking system and the call log in order to try to get a feel for how long an average call for a specific problem takes. There's a few problems with this.
First, there isn't enough granularity with the types of calls. The call type is vaguely broken up by product and category. The problem here is that there isn't enough categories, so someone that is having a problem with turing on their machine when using a specific title of ours is a whole lot different from some dipshit that doesn't know the first thing about networking and blames us for "their program not working correctly."
Secondly, the statistics aren't going to be helpful at all. Instead of taking a hard look at the data, the numbers will be used to justify keeping the deadweight around. "She takes more calls than anybody and she has the shortest time on her calls too!" Oh yeah? So could I if I called up a customer and told them to eat shit and die. What's your point?
When the development came up in Code Review I was livid. I facetiously asked if they were going to include the audio of the call as a column in the data set. I later made another comment to
Tech Support is the department that holds everything together because that is the department that catches all the shit from both ends. If the turnover I predicted occurs, there will be no more company.
At least they haven't started welshing on the tuition reimbursement–yet.