Quote:
Originally Posted by Masque
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 ----------
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.
|
There is also a key word your missing, and really it is a sad state of affairs that a vast amount of people that I have spoken to like yourself lack any initiative..
I would have also have thought it would be in your companies interest to make aware of any potential problems that you come across which in the long term could result in saving the company money, keeping customers with virgin Media.
You are also paid to resolve issues when you can, the old reboot the pc or check it in a few hours i'm afraid just doesnt cut it anymore in today's society where i'm sure a vast amount of your customers are more technically educated than those supporting virgin media services.
Ownership is key in any business, this prevents customers being passed from pillar to post. I would very much like to see the CRM cycle that Virgin Media practice as im sure from what your telling me it is very different to what the company think there employees are doing.
Virgin Media are not some mickey mouse company but the attitude of some of the staff stinks and no wonder it leads to repeated calls of the same issue.
I'm not asking anyone to stay on call for hours, especially when the simple tasks of checking everything is all done. I'm asking that the agents like yourself do their jobs right and use some common sense. I'm sure i'm not alone in thinking this.
And at the end of the day i'm sure like you and others would have more job satisfaction knowing that you took on board a customers fault, either resolved it, raised the issue and followed up with the customer to ensure they know what is going on and how the company intend on helping..
After all we are the customers and without us m8, your just a government technical drawer (dole)...
Does anyone think this is an unreasonable expectation, our is this not in a customers remit to expect a resolution...