Archive for tech support

Star Wars Help Desk

Posted in Commentary with tags , on December 16, 2008 by itnerd

This was just so funny that I had to share this YouTube video. Enjoy!

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Indian Call Center Agents Use Weed…. Groovy Man! Groovy!

Posted in Commentary with tags , , on July 2, 2008 by itnerd

Here’s something to think about the next time you get Bangalore if you’re calling technical support. It seems that some agents in Indian call centers smoke weed to deal with irate callers. Said one call center agent:

“After you smoke weed, you tend to feel drowsy, though this drowsiness is different from its literal meaning, it takes the user to a carefree state.  It builds immense patience and helps in dealing the stress related job with patience”.

I can see why they might want to smoke weed. After all doing phone support is a thankless job that creates a ton of stress (I have been known to have a couple of beers after a stressful day, or just camp in front of my Playstation2 and play some violent video game). But rather than use illegal drugs, how about recording the calls, noting that the customer was a jerk in their customer file, and warn the customer that all this is being done by saying “your call is being monitored for training and quality assurance purposes”? That tends to make most people behave in my experience. Or perhaps customers need to read this article that I wrote on how to get great technical support as that would de-stress everybody.

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Outsourced Tech Support Call Centers – Welcome To Hell

Posted in Commentary with tags , , on March 2, 2008 by itnerd

A few years ago, I used to work for one of the world’s largest call center companies doing tech support for one of the largest computer companies in the world. These outsourced call centers are all about making money and not about serving the people who call for tech help. So they force the tech support reps to get you off the phone as quickly as possible. They are hell to work for as they completely crush your spirit. I quit after seven months as I figured out that actually solving problems is something that didn’t allow the company to make money as efficiently (as they are paid by the call), and I am the type of person who actually wants to solve your problem. So when I saw this story on Salon, it reminded me of those really bad times I spent working for that call center. In fact, it was so familiar in so many ways that I am pretty sure it’s the same call center company. I’d tell you the name, but I’m pretty sure that I’d get sued if I did. But I’ll give you a clue: they are a world wide company who just got bought by a Canadian. Perhaps you can figure it out from that clue.

To be clear, I currently work for a company who doesn’t outsource their tech support, and the understand the value of tech support. That is, great tech support creates confidence in your purchase and encourages future purchases from the company in question. I am glad that the company I work for that allows me to do what I do best, and that I no longer work for a call center like the one mentioned in the story. Sadly in the age of cutting costs, outsourcing call centers is becoming more and more common. So don’t be surprised if you get an Indian based call center the next time you phone tech support, or a call center company that is U.S. or Canadian staffed with people who are simply trying to get you off the phone as quickly as possible so that they can maximize their profits.

Perhaps people should vote with their dollars and support companies who don’t outsource their customer contact (as in tech support and customer service). Maybe then, we’d get better tech support and happier customers.

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How To Get Great Tech Support

Posted in Tips with tags on February 26, 2008 by itnerd

If you own a computer or some other piece of technology, you’ll have to call tech support for assistance at some point. The goal of course is to get the help that you require in the most efficient and complete manner possible. Here’s some tips for doing so based on my years of being the tech support guy that people phone:

  1. Read the manual: A significant number of my calls come from people who didn’t read the manual and are asking about features or issues that are covered in the manual. You can often save yourself a phone call by reading the manual first.
  2. Don’t bother phoning tech support and use online resources first: Most companies have online resources (such as knowledge bases) that are usually very good in terms of helping you deal with problems that you may encounter. You’re often better off using those first to see if you can save yourself a phone call
  3. If you do phone tech support, have all the details at hand: The more detail you can provide about the problem you’re facing, the better. Make sure you have the EXACT error messages that you are seeing or make sure you can describe exactly what you are seeing (as well as what you were doing at the time). It will take longer for tech support to help you if they have to reply with basic questions and await your response, then you have to wait for another response from them.
  4. Be in front of the computer with the issue: This may sound rather elementary, but it really annoys tech support people when people call them and they are not in front of their computer. It’s a waste of their time and yours. Please make life easier for everyone and be in front of the computer that is having the issue.
  5. Don’t bother going to the CEO with your issue: Here’s a a news flash: CEO’s of technology companies simply take these sorts of requests and send them back to the tech support department because they don’t have the knowledge nor do they have the time to deal with your issue. The tech support department will give you a call back…. Eventually. Usually when their call volumes are lighter (and chances are when you’re not able to take the call). It’s faster just to call the tech support department directly. If you have to escalate an issue, ask to speak to a supervisor or manager, but only do so when the front line person can’t help you. Going straight to a supervisor or manager usually gains you nothing as they are likely to bounce you down a front line person anyway.
  6. Be polite: Chances are, whatever problem you are having is not the direct fault of the person you’re speaking to. No matter who ends up being at fault (you, them, a computer somewhere, a mysterious internet gremlin) for the issue that you are having, you’ll normally get a faster and more helpful response if you don’t begin by making the person who is ready to help you defensive by being rude, swearing at them or yelling at them. Take it from me, tech support is on your side and they want to help you to the best of their ability. Cursing at them or being rude doesn’t help your cause in any way shape or form.
  7. Don’t act like you know it all: Tech support types don’t respond well to people who think they “know stuff” about the product they’re calling tech support for, or just “know everything.” The reality is that if you knew everything, you wouldn’t be calling tech support for help now would you? So with that in mind, you’ll find that if you respect the knowledge that the tech support person has, you’ll get much better service from him/her.

I’m sure that there are some other things that could be added to this list. Post your comments and share your wisdom with us.

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