For anyone who is still working at State Street, is it normal to be on hold with them for over 30 min?
11 replies (most recent on top)
absolutely, long wait times, getting disconnected and closing your ticket without resolving anything so the metrics looks good to management on how quickly issues are resolved. Other than getting an id unlocked/reset, good luck.....
Helpless desk is now in Costa Rica, mostly very little technical knowledge, they will hung-up the phone or even pretend they cannot find your EEID in the system when they have no idea how to help.
The lack of technical understanding at the help desk is so bad I refer to them as the helpless desk.
HD is in Costa Rica now
The helpdesk is outsourced to companies with staff in India and Costa Rica.
Based on the names I have seen when I do an online request, the help desk is either in Spain or South America.
The Helpdesk IS NOT in India
The helpdesk in India.
@Post ID: @whm+16yvTLPg
The frustrating thing is with so many layoffs, a lot of knowledge was lost which used to be passed on to new hires.
It's sad when anyone who been at State Street for 5 years is now considered a senior person (lol)
PS you did the right thing by asking around 1st
When the helpdesks were all in the U.S they had very high standards the workers had to meet.
They used softwareto track hold long each call took and then they would run a weekly then monthly chart by breakdown percentage.
Calls under 5 minutes
10 minutes
15 minutes
20 minutes
25++++
Mgmt expected to see at least 80% of all calls being done in under 10 minutes.
Since India took over the helpdesk I gone through the following poor service with them.
- Being on hold for 10 minutes waiting, then 10 minutes with a clueless people
-
My second favorite is when the helpdesk person writes down my problem takes my contact info,
then gives me a ticket number, and tells me this is being passed on to a Tier 2 support person
I’m still here barely breathing. The help desk is terrible as you are directed to India and when you DO get a person I can’t understand a word they are saying. Very frustrating. I try and figure things out by myself by asking around. My last resort is the help desk.