Concerned about support

[alchamy]

I have a concern about the current support:

Currently when ever I have a problem the only person that can solve or understand it is Luis. Granted I tend to find the complex issues & ask technical questions.

Although each time there is a problem with the tower I get handed over to Luis aswell. I have also noticed that he his solving the majority of MyADSL member problems.

The helpdesk is more of a inbound sales desktop atm.

My concern is when volumes pick up & more users get onboard, Luis will not be able to handle all the problems, this will definately have a negative impact on service.

Not that I think WBS cares about my suggestions, but mayby they should be using this time to ADEQUATELY train the helpdesks agents, they seem to have fallen into the pass it on habit rather then learning through solving issues.

If they were forced to deal with clients they would become familiar with trends and problems, for example if I had a problem with something in november and it was solved at the helpdesk then when someone calls in January with the same problem they can quickly diagnose the cause and direct for closure. (this will frustrate some of us initially but will pay off in the long run)

Even though the guys at the back are still solving the problems the helpdesk is learning to better understand the product and eventually becoming better at troubleshooting, given enough time they will start solving problems out of their own and directing them to the correct people for closure. (be it the technicians, radio guys, networking guys or even Luis)

This will not only speed up the support devision but also develop some REAL skills in the helpdesk.

Besides if Luis is overworked he might resign and even if he sticks around he does need time off at some point, then who is going to help us all?

[Mayh3m]

alchamy

I have to agree with all the issues you have raised.
I have dealt with a couple of people on the helpdesk, who are very friendly and try to be helpful. The problem is they just seem to lack the technical know-how and seem to pass the problem on. They do come back to you with an answer (which seems secondhand) but why not train them up to solve the problems themselves and illiminate another spoke in the wheel so to say?

[ic]

Why is it that everytime I say the exact same things, I get private messages & replies saying that WBS should be given slack (not flack) bcos it is still pre-launch / soft-launch / beta testing phase?

IMO, you give companies slack & they are likely to hang themselves with it.

My message for WBS in January is communicate with your customers

[sihen]

Guys, I can ensure you that WBS does care about your comments and I can ensure you that the call centre will improve, We are training the staff twice weekly now and trying to get them upto the technical level by launch in March. These agents have grown huge since they have started with WBS, I plan to have a great call centre with great customer services and great techincal help in the near future.

Dylan

[ic]

Thanks Dylan, I greatly appreciate the feedback.

[alchamy]

Dylan, I know you have been working hard at bringing the guys up to standard (having brought up the topic with you more than once) and I definately appreciate you commenting on the topic. I have had some experience running a helpdesk and its definately not for the faint hearted.

Just worried bout things atm. But I definately look forward to minimising calls to the helpdesk and if forced into calling them having a pleasant experience.

btw: good to know you still reading up on things