Updates
Alright, so I've been gone from he net for awhile. Not necessarily my fault. I've had alot of work to do both at work and home. I've just recently had a chance to catch up on somethings I normally glance at while I'm on line. With LJ here, it's amazing to note that when I look at my friends entries, it has been shanghai'd by one person. Well, not really I saw some entries by Jessa in there but still, what happen to everyone else writing too? I've noticed recently that alot of people have changed from who they used to be. That's cool with me, I do not get the chance to interact with them anymore. I just hope they like who they are now.
Well, here's wha's going on in my life. My desk go moved and now I'm reporting to another supervisor. With that, I feel like I'm one of the few that actually have a grasp of helping people. There's like his handful of CSRs that are spread out amongst our team that actually document and assist people that call us. As for the others, they receive calls and send case after case up for research with little to no information as to what is wrong with the case/issue. We've also had these super long wait times that I'm not used to. When I answer the phone "Thanks for calling he Quest Helpdesk, this is Rick speaking. May I have your name and territory number, please?" I suddenly here, you all must be busy, I've been waiting atleast 30 minutes. It's but much worse, I've received calls where people waited two hours to be answered. Yes, you might say hire more people but that's not the case at all. Most issues can be resolved or worked on in 15-30 minutes. If it isn't sent up for research, they're asked to call back at the end of what ever process we instructed them to do. Let's see how many calls a night that should be on a busy night. That should be atleast 22 calls for a normal shift since we work 7.5 hours. Mind you, this may seem like a low number but I average well over 30 a night when I'm on the phone. Now, take this into account, we've got about 30-40 people on the phones at night, that's 880 calls that should be answered by the end of the night, right? Well, if all we receive is maybe 700 call a night, why the long wait time? I'm not sure but let's keep in mind, I said I take over 30 calls a night, tha's sometimes closer to being over 40 calls a night. So, where do all of the other calls go?
*sigh* I don't know why I'm so upset about it I guess. I mean, I knew what I was getting into and I love my job alot but I guess I just don't understand why we're always so high in queue when we've got such a high capacity? The only time we should be high queue should be on Sundays when we've only got 10-15 people on the phones.
Well, here's wha's going on in my life. My desk go moved and now I'm reporting to another supervisor. With that, I feel like I'm one of the few that actually have a grasp of helping people. There's like his handful of CSRs that are spread out amongst our team that actually document and assist people that call us. As for the others, they receive calls and send case after case up for research with little to no information as to what is wrong with the case/issue. We've also had these super long wait times that I'm not used to. When I answer the phone "Thanks for calling he Quest Helpdesk, this is Rick speaking. May I have your name and territory number, please?" I suddenly here, you all must be busy, I've been waiting atleast 30 minutes. It's but much worse, I've received calls where people waited two hours to be answered. Yes, you might say hire more people but that's not the case at all. Most issues can be resolved or worked on in 15-30 minutes. If it isn't sent up for research, they're asked to call back at the end of what ever process we instructed them to do. Let's see how many calls a night that should be on a busy night. That should be atleast 22 calls for a normal shift since we work 7.5 hours. Mind you, this may seem like a low number but I average well over 30 a night when I'm on the phone. Now, take this into account, we've got about 30-40 people on the phones at night, that's 880 calls that should be answered by the end of the night, right? Well, if all we receive is maybe 700 call a night, why the long wait time? I'm not sure but let's keep in mind, I said I take over 30 calls a night, tha's sometimes closer to being over 40 calls a night. So, where do all of the other calls go?
*sigh* I don't know why I'm so upset about it I guess. I mean, I knew what I was getting into and I love my job alot but I guess I just don't understand why we're always so high in queue when we've got such a high capacity? The only time we should be high queue should be on Sundays when we've only got 10-15 people on the phones.