I sat on hold yesterday for over 2 hours when I called the help desk before I hung up. Today I sat on hold for over an hour. I was told they don't have budget or staff and everyone is being told to use chat and self-service. Have things really gotten this bad that IT won't even let you call the help desk and tell you to fix your own problem? NM service continues to deteriorate and reach new lows. Who is making these decisions?
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ask sangeetha
Who is making these decisions? We can have the field start calling them.
Here's the scoop
Back in October 2023, upper management dropped the bo-b that we were costing too much money. As a result, they decided not to renew contracts for a bunch of our awesome contractors and let others expire. This left us with a serious staff shortage, like 50-60% less people serious. The number of interactions hasn't dropped. We're doing our darnedest to keep up, but it's tough. The bigwigs decided to shift our focus from phone support to chat support because, you guessed it, it's cheaper. But we're rolling with the punches and giving it our all. So, next time you're waiting forever on hold, remember, it's not our techs' fault. They're hustling as fast as they can. Getting angry at them won't help anyone – trust us, they're on your side.
You guys realize they are driving people out of the help desk there, creating impossible conditions for them to work in and then blaming the techs when hold times are bad?
They are 100% planning to outsource the entire desk and letting people's contacts end. The next group of contractors will only get about 50% of the training and they are moving people from in person support to chat support too.
They are not turning the phones off. They literally only have a handful of techs now.
I know. I used to be one of those techs and people are FLEEING due to work conditions. If you want to blame someone why not blame the person making the decisions? The VP of technology and other C-suite execs
"The TSC is trash and should be offshored"
The TSC is trash because it's GOING to be offshored. Nobody cares anymore. They've already announced to the desk that they're offshoring.
It's an effort to save cost.
They want chat usage, because it's cheaper, because technicians can help 2 people at once.
Phone support is being left to bleed.
Sat on hold for over an hour today.
The TSC is trash and should be offshored
probably trying to trash the tsc on purpose to make an excuse to offshore the work
It’s only going to get worse. I work on a business critical system that is losing funding next quarter, and it’s only one of many
The teams that support those systems are either being laid off or the people being put to work elsewhere
Some upper management folk think that these systems just run themselves and don’t require regular maintenance and work to keep them working correctly (as correctly as anything can work at a company this size anyways)
It doesn’t take a genius to understand that problems are going to start piling up and a reduced and scattered workforce is going to be left tying to manage and clean up the mess
But it doesn’t matter because the people making these decisions can form a circlej--kwith each other and hand themselves bonuses and promotions for “reducing operational costs”
This post is very real. The help desk turning off phones and people waiting for hours is all over Slack.
https://youtu.be/nn2FB1P_Mn8?feature=shared&t=10
Quit playing, acting like y’all calling NM. This forum is officially is officially over the top.
Will someone at the TSC please answer your phones? We are getting slammed with calls in the other contact centers. I'm tired of having angry field people calling asking me for tech support. Do your job over there!
On Tuesday, I went to the downtown help desk and waited for over an hour to attended, only to be redirected to the help desk chat. My issue remains unresolved.