Quote:
Originally Posted by General Maximus
I don't want to sound like I am kissing ass too much but I honestly believe VM would be better off if they got rid of 100 tech support peeps and replaced them with one of you and if they paid the salary of all 100 dudes I am sure it would be worth your while. The reason why I believe people in tech support roles should be certified (as apposed to being taught to read scripts) is that I remember many years ago when I first started out doing my I.T. certifications that one of my earlier courses (I think it was the CompTIA A+) talked about tech support and the concept of "first time resolution". VM don't seem to have a clue what that means and it would be nice just to talk to somebody who understood what they were doing and were in a position to do something about it.
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Quote:
Originally Posted by Kushan
I think the problem with that argument, General, is that the vast, vast majority of calls in to Virgin's Tech Support are for really basic **** that just doesn't need much training. The problem stems as soon as it goes beyond that. I do think Virgin's training is the weak area though, especially where offshore is concerned. I don't know why they're so terrible, I know onshore, even the terrible onshore agents, were never as bad as some of the offshore ones and nobody was ever told to read from a script yet that's all offshore seems to do. Maybe it's just a language thing - I really don't know.
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This, and this.
Simply put, it's not that simple. As someone who's long graduated from reading the "Please try turning it off and back on again" script, going beyond to training staff and writing said scripts, to second line, third line, and management, as much as I detest offshore call centres and script monkeys, I'll begrudgingly accept there is actually both a place and need for them. Similarly, some highly competent technical staff and engineers are useless at communicating with front-line, let alone customers, and ought to be left to do their technical roles and not have to deal with end-users.