Quote:
Originally Posted by Hugh
And that's the problem - it would appear that any deviation from the script is not allowed, leaving no room for initiative; if the same policies were implemented in a UK Call Centre, the same problems would occur.
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And indeed it does.
Back to the point of degrees... They are only a symbol of academic achievement. I am frequently appalled by the mentality of some people with "a degree" and absolutely no common sense or ability to function in the real world.
I've seen technical support departments where those with computing science degrees were totally useless and the absolute
worst at their job and those with no qualifications whatsoever being the
best in their department. Go figure.
---------- Post added at 18:19 ---------- Previous post was at 18:18 ----------
Quote:
Originally Posted by heero_yuy
Who said the degrees are in anything relevant to technical support, they might as well be in Egyptian archeology or basket weaving for all the good it does.
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Even people with computing degrees can be utterly useless at computing support jobs.
---------- Post added at 18:20 ---------- Previous post was at 18:19 ----------
Quote:
Originally Posted by Russ
In fairness having a recognised degree normally indicates a level of academia which should in turn mean they pick up VM's tech support easier.
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Tech support != academia.
The skills required in one are often not obtained in the other. Computing Science is a great example of a degree that's useless for tech support jobs, while on the other hand those with a practical networking degree from a no-name polytechnic fare miles better. Why? Because the practical networking degree teaches people how to actual making things work in the field instead of theorizing hypothetical microprocessor architectures or cluster computing message passing algorithms in a lab.
It's no use for a network support tech to know how to build a quantum computer if they can't figure out which way a network cable goes in...