One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
I could see myself in that situation (the user), which is why I so much prefer text. Either I could get distracted or bring some technical issue upon myself by trying (or continuing) to do things differently, or both combined.
I mean, for example even with something simpler like this if company wanted me to use my personal device. I may not be using a recent Android or iOS device in the future, or I may simply not want the company software on anything I use personally.
I don’t know what the case here was, but perhaps it made some sense.
And the worst part is? My job description doesn’t even include phone support. I am just the guy who is handy with computers!
(I do get compensation for it, don’t you worry)
The only people I have calls that long with are people I love but can’t see in person. Recovery is usually quite short then.
A 10-15 minute call will probably need some prep and recovery time though. With people I like it’s because we didn’t get into the flow yet. With people don’t consider friends anxiety is just there.
An hour long call? I normally laugh at these, but nah, a fucking hour long call? Yeah, I need some prep and recoup time
One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
I could see myself in that situation (the user), which is why I so much prefer text. Either I could get distracted or bring some technical issue upon myself by trying (or continuing) to do things differently, or both combined.
I mean, for example even with something simpler like this if company wanted me to use my personal device. I may not be using a recent Android or iOS device in the future, or I may simply not want the company software on anything I use personally.
I don’t know what the case here was, but perhaps it made some sense.
I work at an MSP and I have calls like this twice a month. I hate it
Been there done that
And the worst part is? My job description doesn’t even include phone support. I am just the guy who is handy with computers! (I do get compensation for it, don’t you worry)
I had a fucking three and a half hour meeting last week. I seriously considered telling the organizer to fuck off when I saw that in my calendar.
The only people I have calls that long with are people I love but can’t see in person. Recovery is usually quite short then.
A 10-15 minute call will probably need some prep and recovery time though. With people I like it’s because we didn’t get into the flow yet. With people don’t consider friends anxiety is just there.