Memes

45657 readers

1767 users here now

Rules:

Be civil and nice.
Try not to excessively repost, as a rule of thumb, wait at least 2 months to do it if you have to.

founded 5 years ago

MODERATORS

[email protected]

300

I wish this wasn't a real thing (lemmy.world)

submitted 4 months ago by [email protected] to c/[email protected]

20 comments fedilink hide all child comments

According to research ending every call with "Have I resolved all your issues?" Reduces how often people call back.

But yeah if you want to upgrade your product, it takes 5 inbound calls because of the steps. All but the last one could be automated.

I got yeeted.

you are viewing a single comment's thread
view the rest of the comments

[–] [email protected] 23 points 4 months ago (1 children)

Worked tech support for an ISP. The tech side was well managed and smart. (Left when that changed.)

The customer service side fielded TV and account related calls. They were driven by average calls times. What a cluster. Guess who straight hung up on customers when the call went too long? Some people would call be 4-5 times.

Meanwhile, we could take all the time it took to resolve. A 1-hour call is way cheaper than rolling a truck. Yet some assholes would roll trucks for nothing, then bitch there were no trucks left.

[–] [email protected] 12 points 4 months ago

Heh, yeah but my metrics don't care about how many trucks I roll! Just how long my calls are! "Modem restart didn't work? Truck will be on its way." "Modem restart didn't work? Truck will be on its way." X100

100 calls an hour BABY.