{"id":38587,"date":"2019-10-31T22:24:43","date_gmt":"2019-10-31T19:24:43","guid":{"rendered":"https:\/\/prohoster.info\/blog\/zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet\/"},"modified":"2019-10-31T22:24:43","modified_gmt":"2019-10-31T19:24:43","slug":"zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet","status":"publish","type":"post","link":"https:\/\/prohoster.info\/en\/blog\/administrirovanie\/zachem-vam-sluzhba-podderzhki-kotoraya-ne-podderzhivaet","title":{"rendered":"Why would you need support service that does not support?","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Companies announce artificial intelligence in their automation, sharing how they implemented a couple of cool customer service systems, but when calling technical support, we continue to suffer while listening to the distressed voices of operators following tortured scripts. You might have noticed that we, techies, perceive and evaluate the performance of various customer support services much more sharply, whether it's service centers, IT outsourcers, auto services, or telecom operator helplines, including the support of the company we work for or manage.\u00a0<\/p>\n

So what's the deal? Why does a call to tech support feel like a heavy sigh and an inevitable burden? We know a few reasons.\u00a0<\/p>\n

\"Why<\/a><\/noindex>
\nThe dream tech support from our childhood<\/i>
\n<\/a><\/noindex><\/p>\n

Support issues that you likely also face<\/h2>\n

<\/p>\n

Incompetent staff<\/h3>\n

\nIncompetent staff appears, at first glance, to be the primary reason for problems with technical support. It's unacceptable when you're waiting for a solution to your issue or at least a proper redirection to a specialist, but instead, you receive complete disregard for your question along with a bit of advertising. However, it\u2019s important not to rush to blame the support specialists\u2014typically, the root of this problem runs much deeper.<\/p>\n

The hiring of unqualified personnel is the first mistake companies make. It\u2019s clear that if you're not a DevOps outsourcer with decent offers for candidates, highly qualified system administrators and engineers won't come to you. But hiring 'students from the first and second year in their spare time' is also risky. It's a lottery: you might end up with your future support manager or even the lead developer, or you could get a student who's indifferent to studying\u2014just using their free time. Generally, these individuals lack communication skills and have no desire to learn (and support staff must always be willing to learn and explain things to others, which is only possible when they fully understand the material themselves). Therefore, when selecting candidates, the focus should not be on the cheapness of the employee or their desire to come to you, but rather on objective metrics and the ability to solve simple support tasks in practice.<\/p>\n

Incompetent employees are a significant issue for many companies, regardless of their size or industry. When we refer to incompetence, we mean unskilled, unqualified individuals who, most importantly, are unwilling to improve their skills or learn. So why do companies repeatedly end up hiring such individuals? The answer is simple: often, support teams hire not based on skill or knowledge, but rather on cheaper options, thinking 'we'll train them later.' This is a critical mistake that leads to high turnover rates ('it's not my job,' 'oh, you are all so mean,' 'learning is more important'), errors in work ('I haven't learned yet,' 'well, if I have to learn, for that pay, I should even sabotage you!'), and futile attempts at training ('what's this nonsense, talking to clients; I didn't finish management for this; I want to be a leader').<\/p>\n

It's an obvious yet difficult piece of advice, but try to work with your staff during the hiring phase. Don't burden them with questions about where they see themselves in five years; instead, talk about what really matters:\u00a0<\/p>\n