A GM Deepthroat

[kyansaroo]

I've been reading the KI forums and I thought I'd share some information that has been posted there. It seems that Monday a few of the GM's were laid off and now they are pissed and spilling the beans. The OP has this to say:

Senoska wrote:

Hello everyone. I have recently spoke with a GM outside of the game in regards to some of the policies that

Comments

[kyansaroo]

See, that's exactly what the problem is. You hit the nail on the head. The company tells the employees "Customer Satisfaction is your #1 priority" but then expect all calls to be resolved in an unreasonable amount of time. It's kinda scary how a contracted helpdesk works. They have these "SLA's" that they have to meet (service level agreements) and if they don't then the company can come back and say "hey you didn't meet our SLA so we're pulling out money from the contract."

It's a mind-blowing double standard. The old company I worked at on a helpdesk was starting to look like this, I bolted before they fully changed over to the crazy way of delivering support. I have friends that still work there though, and they have told me some truely ridiculous things. One guy who supports a product all by himself was actually being penalized because his "call volume" was too high. This is the amount of people who call HIM for support. How can you penalize someone who doesn't write the software and only lends support to it for the bugs that the developers make? Is that fair? Nope, but it's how the system works. It's retarded and completely illogical. I'm just glad I don't work there anymore, non-profit is the way to go.

[jaysensen]

Tarus > SOE management. They should hire us!