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.

Tuesday, July 12, 2005

Management's obsession

Everything at the call center is ruled by one thing: Statistics. While I'll cover tech statistics in a later post, this one will describe a management statistic.

Management is ruled by one number over all - ASA, average speed of answer. That is the average amount of time all customers have had to wait before talking to a rep in a 24 hour period. Right now the goal is 60 seconds. When the queue goes up, the wait to speak with a rep gets longer and the ASA rises. And management starts running around like a chicken with his head chopped off trying to figure out why the queue is so high.

Management's slavish obsession with the ASA comes at a price. Let me give you some background. In order to allow the techs to work more efficiently, you should have a few experienced techs or even lead technicians walking the floor to help out with questions. This is why techs will put you on hold, to confer with a floor walker. But management frequently short staffs that position and it causes lines of techs standing next to the one or two available floor walkers. Also when the queue goes up, floor walkers will get ordered to take calls. This is, of course, short sighted.

Here's an example. Let's say a floor walker can help one tech in one minute and we have two floor walkers. And let's say techs come for help at a rate of one every 30 seconds. If your tech goes to ask for help, he should be back in a minute. The queue now rises and one floor walker gets ordered to the phone and his first call takes 10 minutes which is about average. The first tech who asked a question is back at his desk after a minute which is expected, but the second tech had to wait 30 seconds extra, the 3rd tech, a minute, the 4th, 90 seconds, etc. Eventually some techs may give up and possibly go back and tell the customer something incorrect. So in the 10 minutes that the ordered to the phone floor walker has taken one call and the 10 callers, whose techs needed help, have had their calls extended a total of 12.5 extra minutes. Now how many customers have called in and have been on hold during those extra 12.5 minutes?

Now THAT'S the way to lower your ASA!!!

So when you are on hold for an extended amount of time, well, now you know why.
Management feels that making their goal and thus increase their end of the year bonus is more important than any inconvenience an individual customer may experience.

Or maybe they are just stupid.


At 7:13 PM, Anonymous Anonymous said...

Sounds reasonable to me. I've only just joined the TSG team and have yet to take a "solo flight" on the phones. However, even to one as green as I, I can see the wisdom of your words. Have you expressed this concern to The Powers That Be?

At 2:18 AM, Anonymous Anonymous said...

HAHAHAHAHAHHAHA, yeah, put it in the suggestion box, HAHAHAHAHAHAHAHHAHA

At 8:36 PM, Anonymous Anonymous said...

Hey, "new to you said", God, you sound like a virgin on a date with a hooker. Expressed your concerns to the Powers that be? They know what's going on. You think if it was a good place to work and that the so called powers to be had any concern for their employees you would even have a job at TSG? The only reason that you're even a Temp is because of the high turn over and non-caring of Management. Unless you have a relative working at TSG like Shelly the incompetent lead who only got a promotion because she knows how to hang paper and who has a relative that runs TSG, you don't have a chance. I was there for 3.5 years and management only cares about their numbers. I now have a great job doing internal tech support and it's the complete opposite of what cablevision is and how they treat their employees. Well, I hope you at least make it through cablevision boot camp before burning out.

At 4:08 AM, Anonymous Anonymous said...

shit i thought i was the only one who saw that

At 12:42 AM, Anonymous Computerized Maintenance Management System said...

When Job’s locks on to something he goe’s all the way.



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