blargh

[juldea]

those of you who have done tech support or some kind of answer-phones job can sympathize with this, the others must empathize.

I get here and start answering phones/returning messages at 9.

Calls at:
8:17 (left a message)
8:45 (left a message)
9:17
9:27
9:32
9:37 (left a message)
10:01
10:04
10:09
10:11 (left a message)
10:23 (left a message)
10:48
10:51 (left a message)
11:16
11:18 (left a message)
11:23 (left a message)
11:42 (left a message)
11:51 (right as I was typing this out, heh)

That's 18 calls over the 3 hours I've been here... and while certainly some calls only take 2-3 minutes to deal with, some others take more like 20-30. So averaging 1 call every 10 minutes is just not a nice thing. Blah.

I'm caught up at the moment, which is nice except that now that it's noon, Caleb will come in, and I bet that since there will be two of us answering the phones the call flow will trickle down to zero. Mmm-hmm.

At least some of this material is so second-nature that I can read webcomics andor play Snood while talking to the customers. :)

Comments

[tinder.livejournal.com]

Try telephone tech support. We used to get 100ish calls a shift, and it got near 300 when I left.

Re:

[juldea.livejournal.com]

Yeah but there was a lot more than just one person answering the phones, wasn't there?

[tinder.livejournal.com]

Yeah usually around 3 to 6, depending on the shift. We usually hit about 30-50 calls per tech per shift during the day. My advice would be this: If you hit more than 20 calls a day for more than a few random days, demand a second person on the phones. Track your call data, you'll probably get it.

Re:

[juldea.livejournal.com]

I track all my call data, and there are 2 more people who work the help line and they track their data too. However, the only time we're doubled up is M/W/F from 1200-1400. That sucks, because the largest amount of calls comes from 1000-1200, and the next largest in the 1400 hour. This is data I compiled from winter though, I should go through the more recent call logs and make some more recent data.

Anyway, the company doesn't want to hire more people, and the current people here can't work different hours. Bleh.