The longest tech support call I ever took - by a large margin. Tech Support |
| The longest tech support call I ever took - by a large margin. Posted: 29 Mar 2022 04:06 PM PDT This happened many many many years ago. I did level 1 tech encourage for Earthlink for dialup customers for about a year. For the most part, most calls ended up with us setting up a new local area connection, or transferring them to billing because their account was suspended due to payment issues. There were usually around 200+ tech support people employed with high turnover, and I was usually in the Top 5 as far as metrics that they used to track us, mainly average call time. Here is the longest call. An 85 year old man called in trying to get the internet working so he could email his kids/grandkids. After verifying his account was still active, I proceeded to setup a new local area connection for him. On average this would usually take 6-7 minutes, but could be done in 3-4 if the caller was more tech savvy. The problems started from the very beginning. He had very poor vision, and he didn't know how to use the mouse. Every step I had to repeat to him slowly 10 times. At one point I told him to right-click on an icon, and he thought I was asking him to click with his right hand. After about an hour my supervisor started listening in, which they did on occasion to audit us. Around hour mark 2 he walked by andpatted me on the shoulder and apologized and laughed at the same time. Shortly after we finally got the connection setup. Usually this is where I could stop the call and tell him to hang up and then try to connect, but this guy was one of the 10% of people who actually had a second phone line installed in their house. If they had questions after getting connected we were supposed to answer them. We got connected and of course I had to tell him where his web browser was and where he could send his emails. In the end it was a 2 1/2 hour call compared to my average of around 6 minutes. Luckily it finished about 15 minutes before they closed for the night or that guy would have had to call someone else in the morning. [link] [comments] |
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