The only times I've had to ring support have been to get recovery disks or initiate a return or what have you. However on those occasions they always wanted to walk me through the whole script ("yes I turned it off and on again, send me the disc please, yes I checked my network cable, ... could you ..., yes I ran check disk, ..., etc., etc.").
But then at €1.70 or whatever a minute I kinda expect that.
How do you lose money when they're billing at sort of rate? How do you make more money by completing calls quickly?
Entry tier support usually are fairly inexperienced reps. They are expected to stick to the script, because they typically don't know enough to go off-script. It can make an individual call longer, but it makes most calls shorter by standardizing the procedures that fix most cases.
The scripts are designed for solving issues that novice users have. That said, you are putting the rep in a position of possibly getting disciplined if you try to force them off script. At least at some of the places I've worked in the past. (I don't do support now, this was several years ago.)
The only times I've had to ring support have been to get recovery disks or initiate a return or what have you. However on those occasions they always wanted to walk me through the whole script ("yes I turned it off and on again, send me the disc please, yes I checked my network cable, ... could you ..., yes I ran check disk, ..., etc., etc.").
But then at €1.70 or whatever a minute I kinda expect that.
How do you lose money when they're billing at sort of rate? How do you make more money by completing calls quickly?
Prepaid support obviously different.