Coordinated calling
I swear they coordinate with each other.
Monday morning, end of school holidays, everyone back from the snow
(should have seen the Monaro Highway last night) - I always knew it was
going to be a hell day. But this is ridiculous.
We just had a full five minutes, 10:55 - 11:00 with absolutely no calls
arriving. Then suddenly, three calls within the space of two seconds.
These were answered, another two calls came in, another couple... Then
nothing. It's now 11:15 and the queue is empty again.
In about five minutes I expect the next wave will arrive.
I think they do it deliberately. You see, if we fail our Service Level
Agreement, then the department receives service credits. In other words,
they don't pay as much. It is in the department's financial best
interests to make sure we do not provide the service we have contracted
for.
Last month we met every single one of our service levels. For the first
time since this company began providing IT service, the department had
no service credits. I think they were a little surprised at this, and
perhaps weren't expecting it. So their tactic now is to ensure we fail
the service level and have to give them service credit so that it
doesn't cost the company as much money.
Cynical, much?
Email post from Arthwollipot
http://www.arthwollipot.com/
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Monday morning, end of school holidays, everyone back from the snow
(should have seen the Monaro Highway last night) - I always knew it was
going to be a hell day. But this is ridiculous.
We just had a full five minutes, 10:55 - 11:00 with absolutely no calls
arriving. Then suddenly, three calls within the space of two seconds.
These were answered, another two calls came in, another couple... Then
nothing. It's now 11:15 and the queue is empty again.
In about five minutes I expect the next wave will arrive.
I think they do it deliberately. You see, if we fail our Service Level
Agreement, then the department receives service credits. In other words,
they don't pay as much. It is in the department's financial best
interests to make sure we do not provide the service we have contracted
for.
Last month we met every single one of our service levels. For the first
time since this company began providing IT service, the department had
no service credits. I think they were a little surprised at this, and
perhaps weren't expecting it. So their tactic now is to ensure we fail
the service level and have to give them service credit so that it
doesn't cost the company as much money.
Cynical, much?
Email post from Arthwollipot
http://www.arthwollipot.com/
#####################################################################################
This e-mail, including all attachments, may be confidential or privileged. Confidentiality or privilege is not waived or lost because this e-mail has been sent to you in error. If you are not the intended recipient any use, disclosure or copying of this e-mail is prohibited. If you have received it in error please notify the sender immediately by reply e-mail and destroy all copies of this e-mail and any attachments. All liability for direct and indirect loss arising from this e-mail and any attachments is hereby disclaimed to the extent permitted by law.
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