Comments by "TheSuperappelflap" (@TheSuperappelflap) on "BritMonkey"
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I worked tech support for a year for a company that had an American and European division. The European employees were used to filling out their own forms if they had to request a software license for themselves or their subordinates. But with the American division, they just called us, explained what they needed, and then we did the forms for them, because they were too dumb to fill out a form correctly.
Now this tech support division was a contractor, we didnt work directly for this company, and every call they made cost them about 20 euro.
So, some manager in the States clearly saw he could save a lot of money on tech support if all American employees filled out their own forms.
For the next 6 months, every time I would arrive at around 5, after my college classes finished, to pick up the evening shift, there would be a backlog of at least 60 support tickets that couldnt be resolved because Americans filled out the forms incorrectly. We then had to call these people back, at a cost of 20 euro per call, and step by step walk them through how to fill out a software request form correctly using dropdown menus in an online self service portal. There were some people I must've called at least a dozen times to explain them the exact same procedure.
If anyone had consulted us before making this decision, we would have told them, please God, dont do this, we already have plenty of work as it is. But they didnt think to ask.
Needless to say, this manager did not save any money that year :D
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