Why are hold times so long?
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Our internal customer service matches our external service. Synergy.
IT changed ticketing systems a few weeks ago and it takes more clicks to get around in it. Someone got sold a bunch of goods for this “migration”. It will continue to be long hold times because of it.
Stop calling so much.
Microsoft’s product? No, the biggest reason for any of the failures has been user related and related issues to the first removal of the old stuff before the new one is applied. The new product has been rock solid even during install.
There’s a reason we are getting rid of the old one. It’s the worst.
BS. Nearly half my team had to get their laptops re-imaged because of the conversion failing. The project was temporarily halted earlier in the year due to a high number of failures. They were even looking at switching to Microsoft's product because of it. I know. I was in one of the meetings back in April.
@mat+1eenTA6q
The update went pretty well for everyone who followed the rules and had their computer logged in and connected properly, with a permanent {working} username setup in PS. If you did not follow the rules, turned your device off early, didn't have proper credentials setup, and so on - that's all on you. It takes a long time to do it's thing but failures have been minimal.
Because it's the middle of the night in India....
Maybe because they do stupid s--t like roll out an upgrade to disk encryption but fail to tell everyone that the install process needs an initial login with temporary install credential resulting in the need for all 250,000+ employees to call in and get it fixed before their computer works. Just one example of many. Short answer - incompetence.
As bad as it makes me sound, the problem started when we transitioned from Philippines to India. We always had India contractors but not like this. The Philippines helpdesk was not that bad. They were very nice and really wanted to help, even if they were inexperienced. India, on the other hand, actively dislikes you and will transfer you away at the first opportunity. But they just transfer to another India agent who can't/won't help you either. This constant churning of the call volume makes it so that no one gets helped in an efficient amount of time and the calls start to pile up. There are still many of us on shore agents that have been here forever, but our numbers are dropping.
They are actively trying to make our lives miserable so that we will quit. They need to replace us with more India contractors and don't want to do layoffs/severance. In summary, the hold times will continue to be bad. There is no relief coming. More contractors actually just make the problem worse. They are inexperienced and just create more problems.
They are apparently onboarding contractors. Will be interesting having folks on the phones with minimal training lol
They are all returning to office and productivity in the office sucks!
Easy, covid, layoffs and not hiring more techs just in case the new platform doesn't work the way you thought it would. Let's face it, who the heck wants to do that job.
Because everyone is on here griping