Inside Tech Support

An insider's view of the OOL technical support call center. I am an OOL techical support representative and I've created this blog to give you an insight into the workings of the call center as well as help you get inside the mind of the guy who is helping you.

Thursday, June 30, 2005

Working conditions

Have pity on us, we work in a shithole. It's a depressing cube farm overcrowed with people talking loudly on the phone. The desks are bare, since there are no assigned seats who can customize their environment with pictures or other personal effects when you have no idea where you will be sitting tomorrow? You aren't even given a desk drawer to store your stuff in, you have to carry it to and from work (headset, manuals, recent training docs,etc). You have to supply your own pens, the PCs always crash and the monitors are 5 years old. They've upgraded the computers twice in the past 2 years but there seems to be no budget for montitors. Either the screen is scratched, blurry or dark. I need to find a crooked opthamologist who will swear that my eyes have permanent damage from having to stare at Cablevision's crappy screens for 8 hours a day so I can sue the bastards.


At 2:54 AM, Blogger hagrin said...

This is the one thing I do agree with ... the place is a death trap. Leave as soon as possible before you realize that you have no tangible skill set to take to another company. Bouncing a modem by clicking a link on the polling page won't get you that career progression you are looking for.

At 11:09 PM, Anonymous Anonymous said...

I really like your review because I had to go through that, too. I worked as a CRC for IO at the Bronx location. We would secretly call it a ghestapo for the way workers were treated there. You are on the clock all the time, they even counted the god damn seconds! If you are taking personal and absent for 3 minutes, the traffic desk is already looking for you. God forbid if you get uspet stomach :-) Everything you said about desks and etc etc is absolutely true.
People, especially the ones who are on the training, are the most affected among the CRCs because the big brother watching them as the hawk. My friend who, by that time, got off of the training was suddenly fired because he wasn't following his schedule. Well, i9t is because they changed his schedule, and they have never told him that. Also, they wouldn't tell him he was fired for 3 days. They didn't even want to pay him for those days but eventually they did.
To make a long story short, one day during my shift I received a call on my cell (we were strictly prohibited to have it on (a fireable offence) but I secretly did it, anyway). A caller had made me an offer I couldn't refuse.
It was a high paid position in an IT department in one of the biggest companies in New York (where I am happily working right now).
I simply signed off, left the building and never came back.
Sometimes I call CV if I have a problem. But I am never ever rude to the techs (even if I know they don't have any idea what they are talking about). I was in the same boat, and, in many cases, it is not their fault because if they are not provided with enough info, there is not much they can do.

At 12:39 AM, Anonymous Anonymous said...

The Bathrooms.. Nasty!

At 4:25 PM, Anonymous Anonymous said...

i like cablevision as a company...the call centers though are the pits!!! i worked as a crc in newark for over a was horrible, everyday it got worst, i was a "STAR" employee and i felt like i couldnt breath going through those doors everyday...we have no tools to properly help the advice would be just transfer out to another dept, any dept...i did and it feels like i am in a different world now...the call centers have to much many people looking for ways to keep thier jobs so they come up with new ways to torcher the a whole though, i like cablevision!!! i worked for a lot of companies and cablevision seems to care the most for thier employees and thier benefits are a very good incentive

At 12:22 AM, Anonymous Anonymous said...

i am a tech and once you are put on a pip or write up you are fired and if you are only doing sro s your persentage will drop so screwed


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