Scribe on Nostr: npub183n8f…wtahh As someone who's in an ISP IT support position and is one of the ...
npub183n8fp0xavfvuejszsfzkf44af77j6xfgmk33k2whm7ktflcr4jqswtahh (npub183n…tahh) As someone who's in an ISP IT support position and is one of the few people here with a technical background: it is absolutely wild because half the time it's clear that even the people writing the script don't know that they're talking about. And that's the good faith reading - there are some sections where it seems more like they deliberately designed the script to get the customer off the phone without fixing their issue because otherwise we'd have to send out a field tech.
and not only can I tell when none of the previous people the customer spoke to knew what they were talking about, it's also even more obvious when even just blindly following the script to the end *would've* solved someone's problem, but the last 7 people they spoke with all just shooed them off the phone halfway through.
idk about the situation in Australia but the unfortunate fact is that for a nationwide ISP in the USA, that's basically the number one corner that gets cut in order to have enough people on the phones to support the call volume we get.
and not only can I tell when none of the previous people the customer spoke to knew what they were talking about, it's also even more obvious when even just blindly following the script to the end *would've* solved someone's problem, but the last 7 people they spoke with all just shooed them off the phone halfway through.
idk about the situation in Australia but the unfortunate fact is that for a nationwide ISP in the USA, that's basically the number one corner that gets cut in order to have enough people on the phones to support the call volume we get.