More coworker hijinks.

So, over the last year, I've gotten really used to some of our Second level agents dumping calls. They ignore the people who have to approve their tickets and cold transfer (just dump the customer to the line) instead of warm transferring (talking to whoever you are transferring too before initiating the final transfer) Some have gotten slick and don't give customer their tracking number (which we can look up in third level :P). This often leads to a bewildered customer scratching their head, and one of us being pretty cheesed off that we basically have to dig for the ticket. A good chunk of the time the ticket contains little to no information, many times with a single sentence like "customer is havening trouble wih teh wireless we gave them". We look upon these as works of literary genius! (here's a bucket for the sarcasm). Sometimes even when we get a warm transfer, it's for a bogus reason. We tell the second level agent that it's not our department, and they sometimes like to sit and argue it with us. Here's one from today.

Me: Thank you for holding for ISP support. My name is Jacapo, how may I help you today?
T2A: Hey this is T2A from tier 2, I have a customer who can't set up sub users on their email account.
Me: Ok... Normally that's handled by you guys. Whats the problem? Are they getting a server error? is it not allowing them into the master account?
T2A: The customer just doesn't have their master account password and they need help setting up the sub accounts.
Me: Right. (as nicely as I can) That's your job, you need to try to reset the password through the password tool or walk the customer through it on the self help.
T2A: Tried that customer doesn't remember their security question answer.
Me: *pulls up tracker, sees there is no security question set* Right. I'm showing that they haven't set up a security question yet. You need to finish troubleshooting with the customer.
T2A: Well lead tech says it goes to you.
Me: No. It doesn't. All email trouble is handled by you, unless there is a server error.
T2A: But lead tech says it goes to you.
Me: Nope, sure doesn't. I am not taking the call, I cannot assist the customer. Please finish your troubleshooting.
T2A: Our support flow says it goes to you!
Me: Really? Cause I have access to your support flow, and no, it doesn't. Take the call back and finish your troubleshooting. Please.
T2A: Maybe you don't understand what your job is. This goes to you!
Me: Wait. What? What did you say? I know pretty darn well what my job is. I helped create and define my current job with the 12 other guys sitting around me. I did your job when it was first brought here. So I do know my job. Quite well in fact. That's why I get to sit in the big boy chair. Now I'm not going to make a huge deal out of this, but you need to take the call back, and finish your troubleshooting.
T2A: But lead tech says it goes to you! It has to go to you! I can't un send the ticket.
Me: No, but I can kick the ticket back to you, and who was the lead tech that told you this? I have them all on aim. I'll ask them right now.
T2A: umm... *silence*
Me: Look. I don't expect you to know everything, but you need to take this call back, finish with the customer, and stop trying to pin the email call on another department.
T2A: Thanks for nothing!!! *hangs up*.

I kick the ticket back down to him, and I decide I'll check on it in another 15 minutes, make sure he closed it and want not. I come back and check on the ticket 15 minutes later, the ticket had been assigned to First level support. So, I kick the ticket back to him, and precede to inform his supervisor. You can call me an ass but I hate dealing with agents like that.

Call avoidance is the number one factor in dissatisfied customer (I only care about the people who really need the support though. ;P) Failure to understand your job is a bad thing. And honestly. If I'm telling you I'm not taking your transfer. Ask why. If you don't agree with what I'm saying. You have a supervisor. He'll push it up here if it needs to. Otherwise, just learn what is and isn't your job. If you don't know. Find someone and ask. But seriously. Why argue? I'm not changing my mind, it sets an unrealistic expectation for the customers and honestly, if I take the call, I'm just telling you its OK to not do your job.

This is just a quick example. More detailed accounts will follow.