Tech Support

I work for a call center that shall remain nameless for many reasons. I do third party work for a brand name company that is pretty popular.

Needless to say that they use us because their customer service skills are sub par. Now my concern is not with the company I work for or the one I work with. Nor is it the fact that both parties can be better managed in several ways, but with the customers them self.

Most of our customers arrive into our queues in one of three groups.
1.Smart as a whip and even know more then we do.
- These people are scary as they know more about software, networks, backbones etc then we know about or have access to the information that would make us useful to these types of customers.

2.Think that they know everything but are not that cleaver.
- These are the dangerous ones and cause the biggest stink. These are the type of people that know just enough to be a big pain in the ass. They also have no clue as to how call centers are run or even why. Someone on Broadband.com once wrote a detailed report on what was what when it came to call centers. The information was quite accurate and probably scared a lot of people who read it.

What really surprises me is that most people know that they are calling a call center and yet they wish to talk personally to the CEO or President of that company. As if the CEO would take the time to talk to a single customer when there is no lawsuit involved. Even then it is a ridiculous request. Call centers are used as a screen for the bigger companies.



3. Dumber then a bag of hammers and have no idea what planet they are even on.
- These people are usually the easiest to deal with and the nicest as they are reaching out for help because they do not know what is happening.