Tech calls

[hzl eyed grl]

Okay. I'm at work and I've had a couple of really long tech calls. One was 51 minutes long and one was a little over 45 minutes I think. For those of you that work in tech support, how long is your longest call and how long are your calls on average?

 

[Stark]

Hasn't your boss told you that's too long? You're going to have to clear out your cubicle if you don't improve those numbers.

 

[hzl eyed grl]

I don't have a cubicle. I have a desk. Heehee

Did I mention.....Bite me?!

 

[Viper GTS]

Average: Under 10 minutes.
Longest: 4 hours.

Viper GTS

 

[Locutus of Board]

The longest consecutive I know of was 5 hours.

 

[GameQuoter]

What kind of tech calls?

 

[Viper GTS]

DSL support for me. The four hours was on a supe call I took. From the time I was called by the tech to the time I finally let the customer go was four hours.

Viper GTS

 

[hzl eyed grl]

My calls aren't usually as long as the ones I first wrote about. They average around 10 - 15 minutes. I work for a credit company and we install codes, etc on the customers computers. Sometimes it goes very smoothly. Sometimes.....well, let's just say it isn't pretty. Heehee

Okay....back to work for me. See you in a while.

 

[DannyLove]

is there a timer by the phone that gives you these readings or are you simply basing it on your own judgement?

please excuse my ignorance, but i've never been a tech nerd

danny~!

 

[Viper GTS]

Aspect telesets have time counters, I'm sure others do as well.

Viper GTS

 

[iamwiz82]

a co worker of mine spent 11 hours on the phone with tech suport for a network we were istalling. The boot up time for the server was about 11-12 min and it was WinNT, so it needed constant reboots for networking...

 

[Demon-Xanth]

I'd guess that Tier 1 tech support banks typically have timers, but when you move to Tier 2 I doubt they'd have timers (since the problem is odviously not easy) and Tier 3 might have timers (to know what to bill the customer).

But that depends on what the company calls Tier 1-3.

 

[JeffreyLebowski]

My average call time is about 7 minutes.
I, unfortunatly have to talk with field techs. They're worse than customers because they act like they know what they're doing, but have no clue.

My longest call was 1.5 hrs. It sucked because I got it 5 minutes before I was supposed to leave for vacation

 

[hzl eyed grl]

There is a timer on the phone itself. I had an even longer one later. The timer stopped clicking off the minutes at 99 minutes. Plus, we only installed on one computer. We still have two left. UGH She's gonna call us back in the morning. *Dread* Heehee

 

[Azraele]

One of the religious organizations in town had a problem with receiving mail. They had that poor tech on the phone for 77 minutes and some odd seconds.

<Edit> you win, 99 minutes, yikes. :Q

 

[HansHurt]

It's the &quot;odd&quot; seconds I am interested in.


Sounds like you guys have fun jobs dealing w/ John Q

 

[NikPreviousAcct]

@Home cable tech support:
My longest call was 104 minutes. My averages are around 14 minutes.

 

[hzl eyed grl]

Well, I know mine was over 99 minutes, because that's just when it stopped. lol So, I really don't know how long it was. I think we were nearing the end of the call a while after that though. My calls always vary. (Depending on their type of software, how literate they are, etc...) I'd say usually they're about 15 - 20 minutes or so. :-/ lol

 

[Bomberboy]

My tech support calls to @home usually last 2 minutes:

me: My cable is down again
them: Ok.. press Start, Run ....
me: No, how about you (insert swearword here) fix my cable
*click*

 

[jeweleeann]

Hzl, since when did you start complaining about the amount of time that you spend on the phone? Oh, its work you are complaining about.....that I am used to.











j/k, you know I love ya!!

 

[hzl eyed grl]

jeweleeann.... You are a turd!! Yes, I like the phone...as you know. But, when it comes to being on the phone at work, I actually have to use my brain. (Yes, I do have one.) When I'm talking to you on the phone...I can just mindlessly say &quot;Yeah, uh huh, oh really, yeah, okay,....&quot;



















Heehee j/k You know I love you too. (That's why I'm moving in.)

 

[Doctorweir]

When I once worked for Microsoft Licensing Support... >> Don't flame me! I was young and needed the money...:Q

Longest call was about two hours...MS licensing for firms can be veeeeeery difficult, especially if the guy on the other end of the line is dumb like bread and won't understand (ok, sometimes it isn't easy to understand why MS want's to maximize profit on customers expense...). As a matter of fact, the average call times were about 20 to 30 minutes...:Q

 

[BarbeQueGuy]

Heather,

Any more harrassing calls from the dirt-bag you met your first week?

 

[NikPreviousAcct]

<< My tech support calls to @home usually last 2 minutes:

me: My cable is down again
them: Ok.. press Start, Run ....
me: No, how about you (insert swearword here) fix my cable
*click* >>

Ya know, it's retards like you that make me ask why it is that the longer I have this job, the more and more stupid the callers get.

:|

I get those kinds of calls. I'll probably hang up on the next guy who's rude to me like that. You are paying for the service and NOT PAYING EXTRA for the tech support, so shut your mouth and do what the nice tech says, all right??

 

[Bomberboy]

I'm paying money for a service, I demand high quality.

Sometimes I question the quality of the Tech Support. While there seem to be a few gems in the rough, for the most part, tech support seems to be a joke. Most tech support staff seem to spew out a prescripted set of procedures they were taught that ends up going nowhere but wasting my time.

That is not to say I have never had a good tech support call. I've spoken with some very knowledgable, articulate people regarding computer problems. However, lately, it seems as though those people are fading away.