Quote:
Originally Posted by General Maximus
India or not, I hate waste of space call centres. It is one thing having a help desk to log calls and take down details and there is another thing having an alleged tech support department. They should be given access to basic network management tools so they can look at stuff like that so they can at least see the utilisation on the UBR when customers complain their connection is slow and if it is ok, then look at the power levels on the modem etc etc and all that other stuff. It would be awesome if they worked to a first time resolution philosophy.
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They have all of the tools required but fail to use them, I had 3 different tools that gave me more than adequate information so that I could call 2nd line and report any issue and in many instances my diagnostics were sufficient to get the issue raised.