![]() ![]() ![]() |
|
Email support ticket system. Far better than a call centre, as you and the company you are dealing with can track exactly what is happening, and it can be escalated when it needs to be. Phone call centres are so cumbersome and frustrating to deal with. I can appreceiate that if you don't have an internet connection then it isn't easy to email the ISP, but that is changing no with many people having a smartphone with email access.
Social media is ok, but you can't manage and track support tickets through it. It is really only good for occasional people contacting you.
Sales Engineer
Snowflake
www.snowflake.com
about.me/nzregs
Twitter: @nzregs
johnr: If the same issue follows you from ISP to ISP then I suggest you get the issue sorted as I would say it's not a ISP issue
riahon: If you are changing providers then there is no need for you to ring anyone but your new provider - full stop.
jtbthatsme: I have to agree with a earlier comment not all call centres want their team leaders or shift managers talking on the phones and lets be honest they're hired for their skills in managing staff not necessarily resolving day to day issues for people whom contact their call centre.
Take my office for example (where I work not literally my office) over 100 staff and 5 or 6 managers (dependant on who's actually there on any given day) not one of those managers would be able to come on to a call and take over and resolve a issue (for what you would call us generally about) as they don't really use the systems and have not come from a background of doing so. They would all need input from the staff member you were first talking to (or another staff member).
Another thing to think about is not all call centres will like you say actually be talking to a team leader or in the case of one I know of in Wellington when I had been going through for work experience openly admitted that they will not put a supervisor on the phone for most calls but are likely to just put the person sitting next to them on the call giving the caller the belief that they're talking to a senior person and sadly for most people since 9 out of 10 people who ask for a supervisor just want to complain or feel like they're being heard (or not heard from the person they were just talking to for whatever reason this is often related to communication barriers).
The last one I worked at had a policy about what was asked for was what the person got (again large company over 100 staff) if they asked for a supervisor they would usually get floor support (which is normally someone who has worked there for a long time and known to be a expert) if they asked for a manager specifically then if one was available they would get one if not one would call back by end of day.
Now with regard to my ISP with exception to moving house I've not talked to their support people for a long time. I accept that at times their will be connection problems (I do in no way suggest they're regular issues) and I will try all things from my end reset the modem, power off modem, power off pc etc then leave it for a short period and try again and normally things are back to usual.
If I was changing ISP's had been given a date for connection and tied in my current ISP's disconnection for around that date and it didn't happen then I would be pestering my new ISP to sort if not done within a reasonable timeframe (1 - 2 days after expected connection date) then I would kick up a stink so supervisors, forum posts, social media etc not all at once each would go in order dependant on the response I was getting and if they took more than a week after when I was told I would be hooked up then I would just go somewhere else.
In fact I'm close to this now with a item bought from a online IT store (I asked rough delivery time as item was out of stock advised 2 - 3 weeks and it's now been 5 - 6 if it wasn't for their regular emails giving me updates on what's happening then I would be jumping up and down already) but this is not related to your question so i'll leave it at that.
Call centres are frustrating to deal with at the best of times and I hope you manage to get your problem sorted out asap.
Genfres:
Thanks for the insight guys. If only we had some of you running these call centres.
DonGould: Smart forum software would be my preference. Vodafone seem to have had some success with theirs.
|
![]() ![]() ![]() |