nanog mailing list archives
Re: What to do when your ISP off-shores tech support
From: JF Mezei <jfmezei () vaxination ca>
Date: Sat, 27 Dec 2008 00:59:34 -0500
The problem with oursourced first level support is that they are totally disconnected from real time operations and wouldn't be aware of problems that network engineers are currently working on. They have their scripts to answer the standard questions ("it tells me to press the ANY key to continue, but there is no "ANY" key on my keyboard"). But they are not trained nor do they have access to serious diagnostic tools to help knowledgeable customers. A good support person is someone who knows more about their own network/product/serrvice than you do. A bad support person is someone who only has access to the same documents as end users (eg: the standard user guide) and is only of use to clueless customers. A good company would oursource entry level support to the lowest common denominator, but make the script such that it is very easy for a knowledgeable customer to get transfered to a "good" tech support.
Current thread:
- Re: What to do when your ISP off-shores tech support, (continued)
- Re: What to do when your ISP off-shores tech support Dave Pooser (Dec 25)
- Re: What to do when your ISP off-shores tech support Jay Hennigan (Dec 25)
- Re: What to do when your ISP off-shores tech support Josh Potter (Dec 26)
- Re: What to do when your ISP off-shores tech support Joe Greco (Dec 26)
- Re: What to do when your ISP off-shores tech support Jay Hennigan (Dec 26)
- Re: What to do when your ISP off-shores tech support Joe Greco (Dec 26)
- RE: What to do when your ISP off-shores tech support Skywing (Dec 26)
- Re: What to do when your ISP off-shores tech support Etaoin Shrdlu (Dec 27)
- Re: What to do when your ISP off-shores tech support Jay Hennigan (Dec 27)
- Re: What to do when your ISP off-shores tech support Robert E. Seastrom (Dec 29)
- Re: What to do when your ISP off-shores tech support JF Mezei (Dec 26)
- Re: What to do when your ISP off-shores tech support david raistrick (Dec 26)
- Re: What to do when your ISP off-shores tech support Martin List-Petersen (Dec 27)
- Re: What to do when your ISP off-shores tech support Matthew Black (Dec 28)
- Re: What to do when your ISP off-shores tech support Seth Mattinen (Dec 28)
- Re: What to do when your ISP off-shores tech support Martin List-Petersen (Dec 28)
- RE: What to do when your ISP off-shores tech support Skywing (Dec 28)
- Re: What to do when your ISP off-shores tech support Martin List-Petersen (Dec 28)
- Re: What to do when your ISP off-shores tech support Andy Davidson (Dec 27)
- Re: What to do when your ISP off-shores tech support Steven M. Bellovin (Dec 27)
- RE: What to do when your ISP off-shores tech support Richey (Dec 27)