Dear Users… (A thread for Sysadmin, Technical Support, and Help Desk people) Part 10

Status
Not open for further replies.
arthwollipot said:
See that's the thing. It's not going to affect the user base. It will be invisible to them. At worst, it will affect their wait times, and history demonstrates that they're quite content to put the call on speaker and wait for 40 minutes for their call to be answered if necessary.

No, this one's going to be pain for us, and for us alone.
Click to expand...

Norman Alexander said:
When their call wait times start getting past 60 minutes every time, they will notice. ;)
Click to expand...


arthwollipot said:
The evidence does not support such a contention.
Click to expand...

Norman Alexander said:
You DO have your user expectations considerably lowered! Well done!
Click to expand...


Of course, I can only speak for myself, but I will cheerfully wait an hour or more. It helps to have two phone lines, but I'd do it anyway even if I didn't. That's what voice mail,text msgs, and even call waiting are for.

Even Google is trying to get into the game. One service my Pixel 4a provides is to take over on a automated hold an call the user when it finally picks up.

I haven't tried it yet, but I plan to when whoever I'm calling isn't mission critical, and I have the patience to go through the process again. (Just getting to where some of these phone trees will even allow you on hold can be an ordeal in itself.)

It's their phone line that get clogged up as well as mine, and I'm not doing anything else I can't do with a phone next to me anyway.
 
jeremyp said:
So you're completely happy with all your company data being held on a computer owned by Microsoft?
Click to expand...
The Australian Government, after an extensive security review lasting several years, is. Our network is rated for National Security Clearance Protected.

Granting of course your characterisation of the situation, which is inaccurate. Microsoft, at best, owns infrastructure. Data is always and always will be owned by the customer.
 
JoeMorgue said:
Me: "Hey Tier above me. Can I get help with problem X?"

Tier Above Me: "Sure thing. WOW here's the problem. Your procedures for how you do this are insane! This isn't how it's done in the 'Official ISO 420.69 How You Should Do This' manual. My recommended solution is a full top down rebuild of your entire process."

Me: "......"
Click to expand...
Or a whole, hugely expensive product is used for one trivial application. It could have been used for a whole lot more and is quite versatile. However after the pilot trial everyone forgot about it and moved on to the next big thing.
 
a_unique_person said:
The help desk "please wait while we tend to our finger nails" music that is on a ten second loop, never changes, is badly recorded and drives everyone crazy when you put it on speakerphone.
Click to expand...
I HATE our hold music. And yet, we had an email the other day asking what it was because they liked it so much.
 
arthwollipot said:
The Australian Government, after an extensive security review lasting several years, is. Our network is rated for National Security Clearance Protected.

Granting of course your characterisation of the situation, which is inaccurate. Microsoft, at best, owns infrastructure. Data is always and always will be owned by the customer.
Click to expand...
In addition, Microsoft and AWS had to assure the Australian federal and state governments that the physical infrastructure used to house said data is on Australian territory. If any of it was housed outside Australia, e.g. San Diego for AWS, the data and contract will be yoinked and significant penalties will apply. Both Microsoft and AWS have a number of really significant infrastructure investments on Australian soil.
 
a_unique_person said:
The help desk "please wait while we tend to our finger nails" music that is on a ten second loop, never changes, is badly recorded and drives everyone crazy when you put it on speakerphone.
Click to expand...

I don't mind music that is constant -- it's the silent 1-second break every 15 seconds that makes you think someone is actually picking up, when all you get is "Your call is very important to us...".
 
arthwollipot said:
I HATE our hold music. And yet, we had an email the other day asking what it was because they liked it so much.
Click to expand...

My company used to have three different hold musics, one was bad and two were actually quite nice, so you had a 2 in 3 chances of having pleasant hold music.

Then they got rid of two of the tracks. Of course the one they kept was the bad one.
 
alfaniner said:
I don't mind music that is constant -- it's the silent 1-second break every 15 seconds that makes you think someone is actually picking up, when all you get is "Your call is very important to us...".
Click to expand...

What I hate is when the person reading the script for the phone menu tree hasn't practiced and apparently has never read aloud before, so they speak veeeeeeerrrrry slowly. I want to know what number to press, I don't need five general announcements read at the pace of a toddler showing their skill at deciphering hieroglyphics.
 
TragicMonkey said:
What I hate is when the person reading the script for the phone menu tree hasn't practiced and apparently has never read aloud before, so they speak veeeeeeerrrrry slowly. I want to know what number to press, I don't need five general announcements read at the pace of a toddler showing their skill at deciphering hieroglyphics.
Click to expand...

Nothing is worse when the most used internal system has a spoken menu that you can't skip through, yes 99% of all calls are option 3 then 2 but nope you have to listen to all 7 menus before you can chose option 3.
 
"You can't ALWAYS be experiencing a higher than average call volume. That's not how averages work." - Seen on the internet
 
JoeMorgue said:
"You can't ALWAYS be experiencing a higher than average call volume. That's not how averages work." - Seen on the internet
Click to expand...

"Please listen carefully. Our options have changed." NO. They have not. You've been playing this message for SIX yeas!
 
One place I used to call frequently had a series of messages along the lines of, "Thank you for holding. Your call is important to us. Please continue to hold and we'll be right with you." The tone was intended to be calm and reassuring, with both male and female voices. However, it came across like a parent trying to calm down a ten year old. And they played them every twenty seconds! It got slightly nauseating after a while.
 
Status
Not open for further replies.

Back
Top Bottom