Quote:
Originally Posted by darkm
Forgive me if I am wrong or missing the point but is it not the job of a person that works in the fault department to resolve faults and if they cant raise it when necessary. I would have thought this is a basic procedure.
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We do what we can to resolve the issue and if required it goes to 2nd line and we leave notes on the account, we do not investigate why an issue occurs because we are not paid to do so it is down to other departments otherwise my call with regards a single fault could last hours.
If you want more indepth analysis then you would have to pay a lot more for your broadband and you will find all other ISP's expect the same kind of support to be provided by their first line agents.
Once we have dealt with your issue we are required to take the next call within 90 seconds, our time costs money and our employer does not pay us to run indepth diagnosis as the employ people to do that on a lot more money than we get paid.
---------- Post added at 19:51 ---------- Previous post was at 19:50 ----------
Quote:
Originally Posted by Nopanic
You're right.
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Which we do within the confines of our job but we just raise the issue up or leave notes on the account, remember first line agents do not raise IT issues because they do not have those permissions.