Quote:
Originally Posted by Ignitionnet
There seems to be a bit of a need for expectations management.
The guys answering the phone are not DOCSIS gurus, they are trained to manage the most common issues not to know about firmware, MTU changes, etc.
90%+ of issues are with customer's PC or configuration at some point, so this is where the training is focussed.
Expectation management is important, these guys may or may not be aware of issues and you would hope that they are, the issue that is unacceptable by any stretch is where problems aren't being escalated in a timely fashion but agents are more worried about their call handling stats.
If you want MCSEs / CCIPs answering calls probably best to go to an ISP that charges a tad more.
That said VM should ensure that their staff are aware of hot issues and the staff should all familiarise themselves with hot issues so that they can escalate calls promptly and appropriately.
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Im sure the guy's in the fault team should know the setting's in the hub and their correct settings. That is the product they are supporting. Im sure they have a script of things to check and each of the settings on the hub should be there. When everything is checked and fault still persists then i'm sure they seek some support with their second line team.