Perhaps I'll ask to speak to their TL next time and demand a first call fix - think it'll happen? :p
In my job (first line tech support for the Woolworths stores), there are no maximum call time in that the issue has to be resolved. If there was, most of us woulda been sacked long ago. The targets we should keep to arent a priority at the moment - as I'm sure a lot of you have read in the papers, the powers that be have their minds on other much more important issues at the moment... 1 of which being how we log the calls on the system
Any sort of training is a rarity and should be grabbed with both hands should any be offered. The job is mundane and boring and many of our "customers" are complete fools (I'm not commenting on their technical knowledge... its more their attitudes).
At the moment, we're busy trying to get the bosses onto the phones - let them see how much cr*p we have to put up with so they can get their bonuses each year.