Talk about a complete failure. A dept that just lies to everyone on the phone, can't speak fluent english, lies to people to get them off the phone, incompetent, a total waste of time - my god, what has this company come to ? We use to support fellow employees when we had an actual help desk, now we have this group of mindless drones that does an online chat with other departments to find the answer we need. WTF. This vicious circle jerk we do is complete insanity. Does anyone in the company have any clue ? You can only make the mighty dollar go so far ; and in this case, it is a complete waste of time and revenue.
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It is a circle jerk. By the time a subscriber gets to me, they have been lied to and bounced around several times. Now, I have the knowledge, resources and experience to either solve their issue, or give them a valid path forward. And when I take the time to do such, I am beaten over the head by local management for taking too long to solve what no one before me has been able to. Customer service and satisfaction is NEVER mentioned in our meetings. Numbers, numbers, numbers....