@J12t This is also down to the metrics-driven approach...

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This is also down to the metrics-driven approach used by the call-centre contracts.

The contracts are completely inflexible, so the call-centre staff aren't allowed to deviate from the script, and they get penalised if they have to pass the call on to a higher level of support.

As the calls are recorded for the metrics, and, for contract compliance, the first-level tech support staff can't do anything but follow the script... :|

Like 22 Jun 2023 at 6:39 | Wall-to-wall | Open on social.coop

2 comments

Johannes Ernst

@BillySmith as usual, the problem is not with the grunts but with the executives.

22 Jun 2023 at 6:46 | Open on social.coop

Billy Smith

@J12t

I was looking for something else, and found this being relevant. :D

https://hackaday.com/2017/08/30/lu-bans-axe-and-working-with-your-chinese-suppliers/ :D

It's a way of keeping the call-centre-staff as interchange-able cogs, so the company's don't have to pay people what they are worth.

22 Jun 2023 at 6:49 | Open on social.coop