It’s a jungle out there in the world of technical support

Although I love being a journalist, there have been times I was so disgusted with newspapers (as I am sure newspapers have been disgusted with me), I took jobs elsewhere.

One of these jobs was manning a telephone technical support hotline. I bet you didn’t know that when you call one of those product support hotlines, many times you don’t actually speak to an employee of the company that made the item you bought.

Why hire a third party to provide technical support? Because a company that is very good at making a printers or video cameras or automobiles might might be lousy at customer relations.

Naturally, these companies want to pay as little as possible for these services. The call center companies want to make as much as money as possible.

The end result is employees who are under stress from the client company to provide the best advice possible in as little time as possible, and from their employer to talk to as many callers as possible every day, even if it means not really solving their problems.

I signed a confidentiality agreement when I worked there, so I cannot reveal information about the products I supported, even its name.

But I am going to discuss it in general terms. The last time I ran this site, my former employee threatened legal action because I used their trademark. This time, I won’t even mention their name.

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