Comments on: Rumor: ComCast firings in Michigan http://www.crunchgear.com/2008/01/31/rumor-comcast-firings-in-michigan/ Gadgets, gear and computer hardware. Thu, 03 Dec 2009 13:58:50 -0500 hourly 1 By: John Eddy http://www.crunchgear.com/2008/01/31/rumor-comcast-firings-in-michigan/comment-page-1/#comment-581118 John Eddy Thu, 31 Jan 2008 18:09:28 +0000 http://www.crunchgear.com/2008/01/31/rumor-comcast-firings-in-michigan/#comment-581118 As a 7+ year customer support vet, I make it a point to never apply to a job that has a length of call limit. My pov is the call lasts as long as it needs to to fix the problem and make sure the customer is happy (or, at the least, not pissed). During my last unemployment bout, I still refused to apply to a job that said in the JD "Excellent typing skills (calls must last no more than 660 seconds)" Sorry, that's not how to run customer support. Work internally to make sure that people are trained and have good support tools and the call length will get shorter on its own, giving the longer calls the average balancing they need. As a 7+ year customer support vet, I make it a point to never apply to a job that has a length of call limit. My pov is the call lasts as long as it needs to to fix the problem and make sure the customer is happy (or, at the least, not pissed).

During my last unemployment bout, I still refused to apply to a job that said in the JD “Excellent typing skills (calls must last no more than 660 seconds)”

Sorry, that’s not how to run customer support. Work internally to make sure that people are trained and have good support tools and the call length will get shorter on its own, giving the longer calls the average balancing they need.

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