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A comment on Vanishing phone customer support is driving us all insane. Parent comment

Re:Vanishing phone customer support is driving us all insane by boxedadin on Friday March 17, 2023 @10:42PM (#35205532)
On top of messages being non-persistent, it seems that chat representatives take a minimum of five minutes per reply. It’s unclear if they’re (1) helping other people simultaneously (2) performing a slow corporate policy (3) multitasking.

It shouldn’t take 5+ minutes to reply with “let me look into that for you”.

[ Parent | on HN ]
Re:Vanishing phone customer support is driving us all insane by vinnydiehl on Friday March 17, 2023 @10:51PM (#35205578)
It's very clear that they're assisting multiple people. It would be an incredible waste otherwise, but unfortunately these agencies likely stretch their support agents far too thin.
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Re:Vanishing phone customer support is driving us all insane by effingwewt on Saturday March 18, 2023 @12:32PM (#35210481)
Oh,they very much are helping multiple people at once.

I worked at a call center with a T-Mobile LOB, at which I had several friends working in their online chat dept.

Support reps and sales reps alike were both required to be on at least 7 open chat windows or face termination.

They could be shadowed at any time by an ops agent, who would ding them for not pasting proper replies (they frowned heavily upon real interactions- going 'off-script'), or having less than the 7 required chat windows.

If these companies could they would nix phone agents entirely, and this is why- one agent becomes 7.

Customer satisfaction? What even is that?

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