At 3/6/17 10:40 PM, Diki wrote:
This is the exchange I had with their supportl.
At the job I just left (call center) we had three "levels" of agents: Standard agents who answer basic calls, customer service agents who answer standard calls + customer service calls, and admin agents who answer e-mails + customer service calls + standard calls. Everyone starts off as the first type and, if they want, move up the ladder. I got to be the third type.
Here's what I saw: Every e-mail we got we had a standard script we followed that was written by a single agent (in an Excel sheet, don't ask why but literally everything ever written ever was done in Excel, even if it hindered more than it helped) that left a while back. If the e-mail didn't fit that script, too bad; try to make it fit. Sometimes you could get away with typing out a partial response with a script or splicing two scripts together, but your ass was on the line if something blew up.
I've had a few instances of extremely upset customers e-mailing us about how our scripts suck. I really wanted to e-mail them back with an actual answer. Sometimes I was able to, but pretty rarely. Thankfully, near the end I was able to modify some of our scripts and add new ones that actually helped and were relevant. It didn't fix the underlying problem (we were still using scripts) but hey- whatever helps.
My philosophy after I got the hang of things: Fuck the customers if they didn't like our script, I wanted to keep my job. *Deletes angry e-mail*
Edit: I don't blame my supervisors for that system; it wasn't them that made it and they tried running with my suggestions. I blame whoever came up with the brilliant idea of paying people who write those e-mails minimum wage to ensure they can never be trusted.
Also, halfway through I got to write a cool program (that technically wasn't allowed, but nobody complained) that took e-mails and shot out automated replies after parsing the message, etc. Increased my EPH (e-mails per hour) stat from 10 to 80 and I, more than once, cleared out our entire inbox singlehandedly.