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Originally Posted by kronas
seriously i think this is a step in the right direction, i think having employees on here in an official capacity can help if allowed.
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Thats a great idea as people who can get access to this could voice their queries that they're not sure are worth a phone call to CS or not. May improve waiting times for getting through to CS at times when its really hectic.
I work on a support helpdesk, and when we're experiencing high levels of calls, we always get a few who wait 10-20mins to ask a really silly question that doesnt deserve to be put onto the logging software as having been raised.
I'd like to think of myself as being pretty useful with things like the TV and Internet and do all the checks possible and get the results from the checks down on paper to have next to me on the phone. That way they can get my problem sorted quickly and move onto the next guy/gal in the queue. There's nothing more off-putting than looking at the wallboard in a call-centre to see 20+ people waiting in a queue for your assistance!