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Post by vaderkty on Jul 19, 2014 9:13:42 GMT -6
I truly understand your need to screen calls but your turnaround time for people with outages is excruciating. Can you make other options for your tech support other than tech support? "press 1 for outages" "press 2 for questions about----?" Press 3 for ------" etc. This would make getting the help we need faster and help you send the calls to the people that need them.
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Post by erica on Jul 21, 2014 9:01:41 GMT -6
If you experience an outage or other emergency, please state so in the message. The call will be flagged as an emergency call and the next available tech will call you back!
Things that constitute as an emergency: Crystal will not start/client computer will not connect, error messages (could mean there is an issue with the database).
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Post by vaderkty on Jul 22, 2014 10:01:05 GMT -6
We always state if we are down. The last time it took 45 min for a call back. We had other computers up so it wasn't a catastrophe but it was time consuming waiting. I am the only one here that can take the tech support calls so I have to stay available for the call to come in. That gets "tricky". Like I said previously, I totally understand why but there has been days where it took me over 3 hours to get a phone call back. Just suggesting a more efficient way...
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Post by Kraig on Jul 22, 2014 12:32:03 GMT -6
I do apologize if it's taken us that long to get back to you when there is an emergency. Reviewing the last 4 calls that have come in from your office, 1) One client not working - 14 minute call back time 2) Printer not working after update - 43 minutes 3) All wireless computers down - 1 minute 4) Cannot print all four recalls at one time - 26 minutes The only thing I can think of is that my office staff is not logging the calls fast enough making it look to us (support staff) that we're making great time, when in fact we may not be. I promise I will go talk to them about that right now. The reason you always have to leave a message and can never get anyone directly is simply because everyone is always on the phone. But there have been plenty of times when I have asked whomever I was speaking to at the moment if I could call them back in order to take an emergency call. But yes, there have also been times when it takes 3 hours to get a return call for other issues, and I sincerely apologize for that. I've got some new staff and I'm trying to get them trained to take the more difficult calls, and while the progress takes some time, I think we're finally getting there!  And last but not least, I am in the process of interviewing candidates for additional tech support staff. In short, I just want you and everyone else to know, 45 minutes for an emergency call is UNACCEPTABLE in this office, and if it does happen I expect you to call us out on it. If you ever have an issue like this, please feel free to call and ask for me, or email me directly @ kraig@crystalpm.com . Our company and our software is supposed to make your job easier, and if it's not, we'll adjust. |
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And last but not least, I am in the process of interviewing candidates for additional tech support staff.