Monday, 23 February 2004, 13:50:16 EST
Evidently I work at one of the very few computer help desks that actually help people. This article (you have to watch a flash ad first to actually read it) came across Slashdot today. In it is a technicians description of his job at a tech support oursourcer and how they are, basically, required to do anything possible to get the person in need off the phone within twelve minutes - problem be damned. I can't even begin to count the number of times I have had to spend upwards of forty-five minutes on the phone with a distraught person because they don't really know their ass from a hole in the ground. There is just about no way to troubleshoot even 1% of the calls we get in twelve minutes.
Want a real world example of how this is a really really bad approach to tech support? Read this rant.