Help desk technicians aren’t always as helpful as they are supposed to be. So before we chastise all help desk technicians and start using their pictures as target practice let’s discuss some reasons why they may not be as helpful as we would like them to be.
Technicians have a laundry list of policies and procedures that they have to abide by and in certain situations some of them make it difficult to administer the help that is needed. There are limitations on call length; issues with support levels whereas certain issues are not supported by the technicians also known as the SOL clause and the first come first serve support ticket policy. Now with all that said, we do feel for the technicians but let’s face it that is their job and yes even dealing with a rude customer is apart of their job also.
There are some instances that will make a person looking for support sit and wonder how the technician ever graduated let alone why they were even considered for the job in the first place. For all of the time technicians spend asking questions, putting you on hold and transferring you makes you feel as though you could have solved the problem yourself. Now sometimes we understand there may not always be an easy answer but there is no need for technicians to catch attitudes with the person they are trying to help as if it’s their fault the technician can not figure it out or that fact that they can’t understand nor speak correct English.
Outsourcing a company’s help desk sometimes does more harm than good. Yes in most cases the bottom line is saving money but when you outsource to other countries where the technicians can barely speak the language of the person they are trying to help more problems tend to arise. How many times have you called for support and after calling the automated service every name in the book you finally get transferred to a live person and find out that they are based in
With the recession still acting as a giant cloud blocking our sunshine companies will continue to tighten their belts. That could mean more outsourcing and even more headaches for those of us on the other end of the line.
2 comments:
Ok so I'm all for saving money but it does get a little aggravating when there are so many people in the States without jobs and certain companies move their businesses overseas. Funny thing is though they still expect Americans to use their services or buy their products. It's kind of like a no win situation.
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