Been a bit, but I'm back

Been busy the last few weeks, so haven't really had time to update. But I'm back, you may all stop weeping ;) 

So, We've talked about a lot of types of calls, I personally think that the bad ones from the coworkers are a little more aggravating then the customers. 

Here's a little background. A lot of our modems have a standby mode. This is usually initiated by the simple pressing of a button, normally clearly labeled standby. Currently, we offer three modems that are capable of entering this mode. Now, standby mode means that the modem, for lack of a better explanation, "locks" the modem. No traffic out and no traffic in. People use this mode when they are leaving for trips and vacations and want a little extra protection to keep their network secure while no one is using it. Sometimes parents even use it to kill the internet to keep their kids offline when they don't want them to be (granted this only works when the modem is say, in the parents office behind a locked door where the kids can't get to it =P ). Now, we have three tiers of troubleshooting. Tier 1, Tier 2, Tier 3. 

Tier 1: Billing and rates, as well as very very basic internet troubleshooting. They are required to reboot modems and check to make sure the modem has a connection to our network and they also check for outages when applicable. If the modem is online and the customer can't surf the net, they are to transfer the customer to Tier 2. 

Tier 2: Pure troubleshooting of pc's, email, and all other products provided by our company. They reboot modems, routers and computers, and when applicable bypass routers to restore connectivity. They also know to check for standby on all modems where standby is an option. If the router is provided by our company, or if the problem likely exists on our network with the customer getting online, they pass the customer up to Tier 3. 

Tier 3: This is where I work. We handle all field tech calls, all business class calls, and generally field questions from all departments and fix anything given to us. We are the guys who get involved when no one else can fix it. We also deal with bad transfers from other departments. Bad transfers are caused by multiple factors. Most common is just lack of troubleshooting, or a lack of following the support guidelines at the other tiers. 

Now we do have a new group, called overflow. These are Tier 2 agents, given billing access, to help Tier 1 when Tier 1 has a service queue. We really do try to keep hold times at a minimum for our customers. 

Here's one I got from one of our overflow agents. 

Me: Thank you for holding for ISP support, my name is Jacapo, how can I help you today?

Tier 2 agent: Hey Jacapo, this is T2A from the overflow group, I have a customer who can't get online with our wireless, hardwired or wireless, wondering if you can take a look at it. 

Me: Sure, let me just pull up the ticket, what's the ticket number?

T2A: *provides me with the ticket number*

Me: *pulls it up, sees it's one of our modems that has a standby button. Time has taught me to ask if they have checked, even if I know the agent and know they are good at it. Hell once in a great while I even forget to check. No harm no foul. * Ok T2A, I see they have a modem with the standby mode on it, have you checked for standby on the modem?

T2A: Yeap, sure did. 

Me: *realizing that each one has a different light pattern* Are you sure the ONLINE light is lit and solid on the modem?

T2A: Absolutely, it's definately not in standby. 

Me: Ok then, transfer the customer through I'll take care of it. 

T2A: Thanks. Coming through in 3, 2, 1 *transfer*

Me: Thank you for holding. My name is Jacapo, I'll be giving you a hand from here on out. I understand neither of your computers is able to get online. Is that correct?

Cx: Yeap, neither can get online. 

Me: When did it start?

Cx: About three days ago. 

Me: Did the previous agent have you check the lights on the front of the modem?

Cx: Ummm... no, I can check now if you want though. 

Me: That would be much appreciated. Can you check to make sure that the ONLINE light is lit on the front of your modem?

Cx: Sure, let me just go to the other room *footsteps on hardwood floor while the customer moves between rooms* Ok. I'm here, and lets see... Nope online light is not lit. 

Me: Ok then easy fix. Push the button on the front of the modem, it should be on the right hand side, just press it once, the online light should come back lit up and solid. 

Cx: * I hear the click of the button* Ok. The lights back on now, what do I do next?

Me: You just go online sir, go ahead and give it a shot while I'm on the phone, both computers. 

Cx: Alright. *moves to the other room again, pulls up Internet Explorer on both computers* Hot damn! You mean it was that simple?

Me: Yeah, happens all the time kids and pets seem to love that button,  you can tape a bottle cap over it to keep it from being pressed accidentally if you want, but if you can't get online, just check to see if that light is on. If its not, just press the button. If the lights on and you can't get online, you can give us a call. 

Cx: Awesome! Why didn't the other guy do that? I spent an hour on the phone with him. 

Me: No clue sir, but I'll make sure he knows to check next time. Anything else I can help you with?

Cx: Nope, Thanks, you have yourself a great night.

*call ends*

So, I don't mind if the person misses it and transfers, no bid deal. but when I ask specifically if you've checked, its a courtesy. You need to, if you don't and your call is monitored, you fail the call, that loses you your bonus, and knocks your internal ranking down for shifts and such. If I ask you if you checked and you say no, and go back to the call, you won't fail it. But why did he feel the need to lie to me about it? Did he lie to me about it? I've had tons of transfers from this agent, I'd say 50% of them are bad, so I'm guessing he's lying. I don't know. But I did submit a note to his supervisor so he can be coached on it. It's just aggravating. I know they have metrics to meet and such. But I started as a Tier 1, back when they had to do more then they do now, and had the SAME metrics for call time and such. I worked Tier 2 and did all the troubleshooting and dealt with all the snotty customers with the "you have to be nice to them grin" I was able to meet metrics. So why dump a call right? dunno, but it pisses me off when my coworkers do it. *shrug*