Oh those pet peeves

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Newbie
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Re: Oh those pet peeves

Postby Newbie » Mon May 11, 2020 2:51 pm

As a supervisor, I can see how many calls are in the different queues, including the "supervisor inquiry" queue that only has me and three other people receiving from it. I do NOT have the ability to designate WHICH queue I want to receive a call from; the Supervisor Inquiry queue takes precedence as long as a call is in that queue , but if the agent hangs up in the moment between when I decide to press the Available button and when my button-press is registered by the system, I get the next call in any available queue in the system, which may very well be 45 minutes of walking octogenarians through the features of their cell phone web browser, rather than completing supervisor approvals or addressing escalated calls.

What's worse is when we have high call volume like this and an agent decides to call me directly--I hear the chirp that someone called, but there's no way for me to tell if they're still waiting once I finish with my current call five or ten minutes later. I can risk going available to help them, but if they got their issue resolved or lost patience and hung up, I'm right back in the general call queue, processing compromised accounts and troubleshooting Quicken DirectConnect for 30 minutes at a time.
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Mongrel
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Re: Oh those pet peeves

Postby Mongrel » Mon May 11, 2020 3:02 pm

Wow. Having worked in my share of call centres in my time, goddamn that is an amazingly badly designed system.
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Thad
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Re: Oh those pet peeves

Postby Thad » Sun May 17, 2020 11:46 pm

Memo to web developers:

If you are using JavaScript to do something that could be done with an <a> or <img> or any other tag that appears in the first chapter of an introduction to web development, you're doing it wrong.

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mharr
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Re: Oh those pet peeves

Postby mharr » Wed May 20, 2020 5:46 am

Apparently the clothing warehouse shop Matalan offer the 'chance' to win a hundred quid's store credit if you take the time to review your purchases, which is probably bullshit but whatever. Then the review page requests you turn off ad blocking to post your review. Not 'whitelist our site', turn off all ad blocking entirely. Sure enough the review fails to post if you just allow matalan.co.uk through.

So now we know what the 'review' page is actually for and isn't this a nice responsible thing to be encouraging.

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Thad
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Re: Oh those pet peeves

Postby Thad » Mon May 25, 2020 6:17 pm

In all seriousness and with no hyperbole whatsoever: one of the most important skills in programming is being able to write a good error message.

I was setting up a new cable modem for a family member (social distancing note: nobody is living there; it's the vacant house I spent a couple nights at when my AC died), because they wanted to stop paying the monthly rental fee to Cox.

I went through all the steps to set it up, and got to an error message that said "This device is not supported by Cox." (It then had a link purportedly to a list of supported devices. The link didn't work. I'm not clear on whether that was a programming error or a logic one -- ie, was it a link to a site I couldn't access because my modem wasn't activated?)

So I boxed the modem back up, reconnected the Cox rental, and headed home, intending to call my family member and tell them to return the modem I'd recommended they buy, and I'd figure out where I'd gone wrong and find another model to recommend.

Only I got to thinking, dammit, I definitely remember I did my research on this and it said it would work with Cox, and it even had a tech support number for Cox printed on the back of its manual. So I decided to hold off and do more research before suggesting they return it.

So I come home, find Cox's list of compatible devices, and it was on there.

So today I went back over there and called Cox. Now, I'll say one thing -- this was the best customer support experience with Cox I've ever had. No hold time at all; I did have to go through menu hell, but as soon as I finally got to the "talk to a representative" prompt, I got right through with no wait. And after the preliminaries, address, account PIN, etc., the rep saw the problem right away; she just had to switch something on her end to say that we would be supplying our own modem instead of using the rental. It was totally straightforward; I wound up having to reboot the modem a couple times, but it worked fine after that.

So, on the one hand, all's well that ends well.

But on the other hand, I came very close to having a family member return a working modem and pay a restocking fee, then spending more time researching modems to find a new one to recommend, then having my family member order it and wait for it to arrive, and then going back over there, setting it up, and hitting the same goddamn problem, all because some incompetent was too liberal with the "This device is not supported by Cox" error message.

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