According to research ending every call with “Have I resolved all your issues?” Reduces how often people call back.

But yeah if you want to upgrade your product, it takes 5 inbound calls because of the steps. All but the last one could be automated.

I got yeeted.

  • shalafi@lemmy.worldEnglish
    18·
    3 months ago

    Worked tech support for an ISP. The tech side was well managed and smart. (Left when that changed.)

    The customer service side fielded TV and account related calls. They were driven by average calls times. What a cluster. Guess who straight hung up on customers when the call went too long? Some people would call be 4-5 times.

    Meanwhile, we could take all the time it took to resolve. A 1-hour call is way cheaper than rolling a truck. Yet some assholes would roll trucks for nothing, then bitch there were no trucks left.

    • ericbomb@lemmy.worldOP
      9·
      3 months ago

      Heh, yeah but my metrics don’t care about how many trucks I roll! Just how long my calls are! “Modem restart didn’t work? Truck will be on its way.” “Modem restart didn’t work? Truck will be on its way.” X100

      100 calls an hour BABY.

  • Robin@lemmy.worldEnglish
    8·
    3 months ago

    Call people? For database software??? I’ll install postgres from my private dark corner tyvm

    • ericbomb@lemmy.worldOP
      12·
      3 months ago

      There’s always next weeks call deflection meeting for me to try again!

      I haven’t been uninvited from it yet! But yeah gotta love these “problem solving” meetings from management, where they don’t actually want to give any resources or allow any policy changes to come from them.

      • eezeebee@lemmy.caEnglish
        4·
        3 months ago

        They want you to feel heard, and then feel personally responsible for the incessant call volume.