pmsumner

Asking customers to call back?

That's just whacky. I've only ever seen that happen on one helpdesk, and that was because it was a premium rate number. You had to get it doen within fifteen minutes, so if you needed to do research, you gave yourself a suitable time period (half an hour, an hour) and asked them to call back then.

And I thought that was cheeky enough, given that they were being charged for it. ;-)

Laziness is the main concern of management. They know that everybody else is lazy - because they themselves are. Only by continuosly trying to prove that others are lazy can they salve their filthy consciences. ;-)

Hold music is something we'd have loved at ICL though. I suggested that we put the chorus of Ozzy Osbournes' "I Don't Know" on repeat, until they took the hint. Or maybe Led Zep's "Communication Breakdown", so that they expect those magical words 'The line's going faint, sir...'. Instead, out customers had stony silence, puctuated by a message informing them that they were waiting in a queue. Like they couldn't have figure that out anyway...

For this suggestion, I was branded "not a team player".

Not a team player, indeed! If I wasn't a team player I'd have suggested "Go To Hell" by Megadeth, or "Get The Fuck Out" by Skid Row. As sung by the entire helpdesk team, after a rollicking booze up. Just so that the customers understand how we feel about them. :-)