Moral of the story? Don’t over-perform, and don’t under-perform and your supervisor will love you - because he/she will not have to answer to his/her supervisor. but if it’s TOO low, then we have to be able to answer the questions that arise from that.
It’s the same with after call work - it needs to be below 1.5 minutes.
It’s a delicate balance, as I’m sure you can imagine. Handle time is 15 minutes or below at our call center as well, but with a hitch - if it is TOO far below 15 minutes, we also need to be able to reason with our supervisor why we know *for sure* that the agent is not just dropping the calls to keep handle time low. 99% of our job (and job security) relies on our ability to keep our statistics within specifications. We have very specific goals that we have to enforce as supervisors. It is a great perk as a supervisor to know that there are specifically trained agents out there to take the “angry customer” calls so I can actually get work done. These supervisor requests go to specifically trained Tier 2 agents who spend 90% of their time calming down irritated customers. We’re too busy answering technical questions for the agents (regardless of the fact that they have many more resources to find these answers than we do), sitting in worthless status meetings, and reporting to corporate and/or operations about the metrics of our agents. I don’t know why most people think they will actually speak to the support agent’s actual supervisor. There is a specific, direct queue line to “Supervisor Requests” for our agents. You’re not going to speak to someone’s actual supervisor It will almost never be the same person twice. If necessary, these Tier 1 agents escalate difficult calls to Tier 2 - which can be anywhere in the world. Within this center, we have Quality Assurance to monitor the agent calls in-house. This particular call center is all “Tier” (or Level) one support. I thought someone needed to shed light on the fact that the seven confessions are not the exception to the rule - they ARE the rule in most cases when it comes to tech support call centers. I’ve been with the call center for about 5 months, but I’ve worked in other non-call center positions with the company since 2002. Customer service was stressed over and over and over again. I also started near the beginning of a new call center that was supporting three different product lines for said computer company. I think that’s a big enough clue.) I felt the need to respond to the “ 7 Confessions Of A Verizon DSL Tech Support Rep” article you ran with some insights of my own. (If you must know, this company is notoriously secretive. “I am a tech support supervisor for a very well known computer company.
Just strive to be perfectly average, and you’ll go far… Also, we know that metrics rule the call centers, but, in one of the confessions, he talks about how not only is it important to not go over your average handle time, you also can’t go too far under. For instance, one of the reasons you might be on hold so long is agents using fake work codes to avoid taking calls. Apple bigpic customer service insiders supervisors leaks confessions TOP computers call centersĪ tech support supervisor, from what we figure to be Apple, has stepped forward to break down some behind-the-scenes workings with his underlings who sometimes make both his and consumer’s lives difficult.