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Culture War Roundup for the week of November 28, 2022

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So, I've actually done this sort of chat support before. It was a long time ago, probably right at the beginning where it was even a thing. We're talking 2005 or so. So here's my take on the whole thing.

First of all, yeah. This is probably someone in India. "Kindly" is the big giveaway here.

But here's my guess about how these things are run. First, "Sarah" is probably doing between 4-8 chats at the same time. Truth is, when I did this, there were times I ran up to 12 at the same time. Maybe it was bad for me to do this because it set expectations, but I also let people know that you needed someone really good at this to do this.

Probably more controversially, I doubt that there's any sort of standardized script. It would be MUCH cleaner. There's almost certainly a standardized workflow, but no actual help in doing the work. My guess is that the client (this is undoubtedly an outsource company after all) is demanding original interactions in order for it to feel more "authentic" and natural. So you have a situation where maybe there's an unofficial text file passed around the office, that people cut and paste into the chat. The intent is that everything is freshly typed in by the agent....not realistic at all given the metrics and demands...but that doesn't matter. So this is kind of the work-around to survive.

A lot of the stuttering and everything is again, designed to meet metrics, so the supervisors can meet THEIR metrics, and the higher-ups can meet THEIR metrics so the center as a whole can meet their contracted goals and get sweet sweet bonuses. But that latter part doesn't matter nearly as much as everything beneath it. The stuttering refreshes a delay/time to respond counter that's actively measured.

More than anything, the point is that the problem above everything else is one of the combination of Corporatism and the Iron Law of Institutions. (I'd personally consider these the same thing, or at least there's substantial overlap here). Who gives a fuck if the customer experience is gawd awful. All the managers are getting paid for it on both sides. You just have to create the illusion of success, which is much easier than actually creating success.

Edit: Some background on what I did. I was on a team who did the original testing for the chat support functionality of a major US ISP when it first rolled out. Because of this, for the most part it was e-mail issues, although we got the odd intermittent connection issue. Yes, I had a text file with solutions for common problems/requests that I just copied pasted into the chat. But because I was good at diagnosing the issues, I'd say it was correct the vast majority of the time. If I had to type something in manually it's not like it irritated me and I just scoffed the client off...those issues were interesting to me and I was more than willing to give good instructions. I'd just take those instructions and add them to my text file in case the problem came back. I didn't do it because I was lazy or I didn't want to help the customers...there was just no point reinventing the wheel for every person who wanted to know how to set up their e-mail in Outlook, or at the time, were dealing with spoofed/virus e-mails. (This was actually the big contact driver for my department)