Quote:
Originally Posted by Qtx
Saying utilisation is healthy or not an issue only to turn around and say there is high utilisation a few days later, is something the Virgin forum staff seem to do on a daily basis. Even when the TBB graphs provided and the description clearly pointed to it in the first place. I have to wonder why they do that as it is either misleading or outright lying.
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Poor training is the answer. The people you talk to on the phone are NEVER instructed to lie or mislead about something, they tell you what they see on their screen. The problem is, the training (particularly for offshore) isn't great and many of them don't know how to read the outage page correctly. It involves bringing up the customer's modem in one tool, reading the correct upstream and then searching for that on a different tool (the outage "communicator").
The problem is that what's on the outage communicator isn't always in the same format as the other tool, so a quick ctrl+f doesn't always match. Sometimes, multiple tickets get combined because they're from the same issue but only the details of the "first" ticket gets listed, so it requires digging for the operator to find - many of them don't know how to do this or just can't be bothered. Sometimes, multiple issues are raised as separate tickets for the same area so many agents will just report the first one they find (which may be utlisation when there's also a fault somewhere, for example). There's loads of reasons for it, but the main one is the training documentation is **** poor.