timewarrior2001

I dont see what the problem is, I work in 1st line support, we have a 5min average call length.
25 agents supporting 140,000 users. we hit and smash our targets, green right across the board, GOS is 96% and thas after a major software release on monday.

Now I understand that to fix everything takes time, however if they are timing the calls, then i asume theres a 2nd and 3rd line support route? We use these, only about 60% of calls we get COULD be a first time fix. and I think we are actually hitting about 50% of these.

Oh yeah and incidently I work for manpower also.

Any disciplinary action has to have reason, if thye even tried to disciline him for call lengths he would appeal I would hope. I didnt appeal and took my first and final written for abusing email.

To me it sounds more like mis-management by the TL etc. and possibly a bit of sour grapes because things have changed and the job isnt as "cushty" as it used to be etc etc etc. Manpower are a good company to work for, you just need to understand that you are NOT irreplaceable.


Also can I point out, these rules may be enforced by manpower, however they are the rules by which NTL or IBM entered into the contract with manpower, so griping at a company that is bound by the same rules is not going ot get you anywhere. Manpower dont run tech support, manpower proide the people to staff tech support.