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fatcharlie
one bitch wonder
Joined: 02 Mar 2008
Posts: 3
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 Posted: Mon Jun 09, 2008 12:00 am Post subject: Dell Ottawa RS |
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Why does everyone always think they can do your job better then you can? I am an RS in Ottawa and I am/was good at my job. I stopped trying now for obvious reasons but before the site closing announcement I worked my ass off. I am not saying that every RS was the most qualified for the job but take if from someone who has done both jobs (L1 & RS), it isn't as easy as it looks.
95% of my work is doing the jobs of 10% of the L1s. Having to answer the dumbest questions all day gets very old, very quick. Here are some hints...
1. 50% of the time I can put your question into google and click "i'm feeling lucky" to find the answer... so why don't you do it for me.
2. 45% of the time it is the second link.
The worst part of being an RS is that I am accountable for my teams performance... and when L1s don't try and don't care I get in crap for it. So if an RS starts giving you a hard time about getting out of ACW its because we want to keep our jobs (or get our packages) and not get fired.
On a quick side note... while I don't have any love for Dell anymore I have to admit that they did more for their employees then any other call center would have.
1. 4x10 shifts
2. Work from home
3. Bonuses
4. 3rd week of vacation
5. EBTs for L1s and RSs
6. Given away a multitude of stuff (at least 10 monitors, 2 xps 1330s and more)
All that being said everyone has good reason to Hate Dell (our poor customers more then anyone) |
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Mon Jun 09, 2008 12:07 pm Post subject: |
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No offense to you, but MOST of the RS's I met were ass-kissing door-knobs. That's how they got ahead, it would seem... by knowing whose butt to kiss. To be sure, there were a few who were really, really good... and helped me out quite a bit. One of my last RS's almost earned himself a punch in the mouth from me for his uselessness and willingness to screw over the customer without hesitation. He was the straw that broke this camel's back, actually... after one particularly rough night, I decided not o go back. I'd already decided I was leaving, but he helped make it happen sooner. Seems he had his morals and conscience surgically removed at birth. But, boy-oh-boy could he kiss ass.
I'm sure you did your job well and simply due to the fact that you're here shows you're smart. In fact, you're probably one of the RS's that helped me out and I can't say enough good things about.
And, you're right... the customers did get the fuzzy side of the DELL lollipop. Too bad that the bulk of them will keep dealing with DELL instead of moving on.
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"One man's garbage is another man's DELL." |
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The Professional
Regular Hater
Joined: 07 Mar 2008
Posts: 12
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| Posted: Mon Jun 09, 2008 3:31 pm Post subject: |
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RSs do have a tough job. Especially, in the 'olden days', when there was a lot of coaching involved. Then again, there was a time when it was two RS per 15 person team, as well. But, as B2, they are also decently compensated for it.
I consider answering stupid questions from L1s part of the job description. I don't get people that think they are too good for that. If you don't want to listen to stupid questions from L1s, then don't become an RS.
Heck, L1s have to listen to dumb questions from customers all day long. |
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fatcharlie
one bitch wonder
Joined: 02 Mar 2008
Posts: 3
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| Posted: Mon Jun 09, 2008 10:11 pm Post subject: |
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| The Professional wrote: |
I consider answering stupid questions from L1s part of the job description. I don't get people that think they are too good for that. If you don't want to listen to stupid questions from L1s, then don't become an RS.
Heck, L1s have to listen to dumb questions from customers all day long. |
You are correct that L1s have to listen to dumb questions from customers all day long... but customers arent' getting paid to be technicians. L1s are supposed to have a basic knowledge of computers and how to find resolutions to problems.
My original rant was probably a little rough but all I hear all day is complaints from L1s who don't realize that L2s are getting laid off too. |
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FallenAngel
Super Hater
Joined: 21 Feb 2006
Posts: 1490
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| Posted: Tue Jun 10, 2008 12:47 am Post subject: |
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| fatcharlie wrote: | | L1s are supposed to have a basic knowledge of computers and how to find resolutions to problems. |
Wow did you just open your mouth and stick both feet directly in that gaping hole.
L1's are paid to listen to dumb questions, just as L2's are paid to listen to L1's dumb questions. Period.
And if you're gonna speak up about the L1's should have a basic knowledge of computers, look no further than the crooks signing your fat paycheque. Dell hired those workers who wouldn't know their ass from a hole in the ground and sent them to you for assistance that you're being paid to provide. If you want to voice up about L1's not having enough expertise to fill the role, then complain to HR for their shoddy hiring practices.
Like it matters though. The site is soon to be closed so why waste the energy? In the future though, just rememebr that your boss decides who to hire, and if you're stuck with a bunch of drooling idiots, blame management not the drooling masses. |
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DSM
came back and replied a few times
Joined: 11 Mar 2008
Posts: 7
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| Posted: Tue Jun 10, 2008 3:41 am Post subject: |
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| Fatcharlie any half decent RS / Person would still care. As I know for a fact the RS left in Ottawa and there is only two good ones. You must be one of the other idiots. Your the reason moran the reason things did not work out in ottawa. HR made mistakes in hiring like hired you. |
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fatcharlie
one bitch wonder
Joined: 02 Mar 2008
Posts: 3
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| Posted: Tue Jun 10, 2008 10:50 pm Post subject: Re: Dell Ottawa RS |
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| FallenAngel wrote: | | fatcharlie wrote: | | L1s are supposed to have a basic knowledge of computers and how to find resolutions to problems. |
L1's are paid to listen to dumb questions, just as L2's are paid to listen to L1's dumb questions. Period. |
I am glad that you agree with me when you say that L1s ask dumb questions. I never said I wasn't paid to listen to dumb question. I just said it is very annoying when someone paid to do a simple job can't do it.
I also said it was only 10% of agent that fall into the category of asking these dumb questions.
| fatcharlie wrote: | 95% of my work is doing the jobs of 10% of the L1s. Having to answer the dumbest questions all day gets very old, very quick.
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Unless you feel that you fall into this category I don't understand why you are getting so defensive.
| DSM wrote: | | Fatcharlie any half decent RS / Person would still care. As I know for a fact the RS left in Ottawa and there is only two good ones. You must be one of the other idiots. Your the reason moran the reason things did not work out in ottawa. HR made mistakes in hiring like hired you. |
The only people who care about a company who is about to or has laid them off is an idiot. I show up every day and my only goal is to make the job or the L1s easier until the end. I stopped trying to improve Dell as a company because they don't deserve my expertise. So don't assume that I am not one of those two RSs. My comments were directed at a small percentage of L1s, many of whom I am sure you complain about when you get a customer right after they do. You obviously just hate all RSs (except your special 2) so any other defense is useless.
finally, misspelling moron isn't a good idea when insulting someone  |
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Tue Jun 10, 2008 11:11 pm Post subject: |
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"I stopped trying to improve Dell as a company because they don't deserve my expertise."
Amen to that. If they really gave a crap about our input, if they really listened to what the customers wanted, Ottawa wouldn't be closing, Mumbai would.
And DELLSERV & DSN would have been scrapped or vastly over-hauled.
Someday, you'll find a company that really appreciates and pays for expertise. DELL claimed to. DELL claimed a lot of things.
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"One man's garbage is another man's DELL." |
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incident_man
Dances with Hate
Joined: 04 Sep 2007
Posts: 150
Location: walking in the middle of the street
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| Posted: Wed Jun 11, 2008 3:22 pm Post subject: |
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| AngelusDaemonicus wrote: | | Someday, you'll find a company that really appreciates and pays for expertise. DELL claimed to. DELL claimed a lot of things. |
Lots of luck there. DHell is like any other MGC--they only spend money on finding a way to scam customers out of theirs. Finding a company that appreciates its employees in any fashion is akin to finding a pot of gold at the end of a rainbow.
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Oceania has always been at war with Eastasia. |
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Wed Jun 11, 2008 4:40 pm Post subject: |
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I was trying to be optimistic. Way to pee in my cornflakes, dude. 
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"One man's garbage is another man's DELL." |
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The_Insider
Dances with Hate
Joined: 11 Nov 2004
Posts: 166
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| Posted: Thu Jun 12, 2008 10:38 am Post subject: |
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yes..its right all big global corporations are similar.
But Dell is definately the worst of all of them.
I know several ppl at HP for ex.
And even in their darkest days, when they layed off thousands of ppl,
it wasn't that bad as it is now at dell. |
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Commendatore
Hates with a Vengance
Joined: 10 Jun 2008
Posts: 80
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| Posted: Thu Jun 12, 2008 11:46 am Post subject: |
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| Question: From what I've been reading, most of you people that worked at Dell sound intelligent, really good at your jobs, and hard working. Why did you choose to work for a company like Dell with their bad reputation? You must have had other better opportunities! |
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FallenAngel
Super Hater
Joined: 21 Feb 2006
Posts: 1490
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| Posted: Thu Jun 12, 2008 2:09 pm Post subject: |
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| Commendatore wrote: | | Question: From what I've been reading, most of you people that worked at Dell sound intelligent, really good at your jobs, and hard working. Why did you choose to work for a company like Dell with their bad reputation? You must have had other better opportunities! |
Answer: Because at the time, Dell was expanding North American operations to include support, and they wanted to try a hands-on approach to technical support that would see the reps actually being able to provide support and not just robotic scripts. Then Dell realized that providing real support was costing them money, so they shut that off in a hurry. |
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incident_man
Dances with Hate
Joined: 04 Sep 2007
Posts: 150
Location: walking in the middle of the street
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| Posted: Thu Jun 12, 2008 7:01 pm Post subject: |
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| Commendatore wrote: | | Question: From what I've been reading, most of you people that worked at Dell sound intelligent, really good at your jobs, and hard working. Why did you choose to work for a company like Dell with their bad reputation? You must have had other better opportunities! |
Another answer:
DHell provided better than average paying jobs in the sh*thole town I live in and people here weren't aware of their shenanigans when they opened up shop. Before then, just about the only way one could get a job that paid better than $10-12 an hour, without buttloads of education and/or training, was to go to work at Roseburg Forest Products, only to get laid off 6 months later.......screw that! In our case, DHell deliberately came into an economically depressed area specifically to capitalise on the labour force and lack of family-wage jobs.
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Oceania has always been at war with Eastasia. |
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Thu Jun 12, 2008 8:36 pm Post subject: |
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| Commendatore wrote: | | Question: From what I've been reading, most of you people that worked at Dell sound intelligent, really good at your jobs, and hard working. Why did you choose to work for a company like Dell with their bad reputation? You must have had other better opportunities! |
My reason: Everyone I knew who had gotten free tech support from me said I was very patient and explained things very clearly. They said I didn't make them feel stupid. Plus, I seemed to have a natural talent for fixing software and hardware issues. When I found out about DELL, I applied and pushed hard to get them to hire me. I mean I bugged them at least once a week for several months until they finally interviewed me and hired me. It was, as others have stated, a different place not even a year ago. My site (Ottawa) slid into the shitter shortly after I was out of training. Hell, my very first team manager was fired as soon as he got back from vacation... I never even got to work with him. Although, I'm told that he was removed because he had dozens of HR complaints and was a generally unpleasant man. They gave us a temporary manager, who was the guy who interviewed me... and was a really cool, customer service oriented manager. Then they split up the team and I went to one of the finest teams managed by the best manager a guy could ever have. In my little bubble, DELL was a good place to work at. 99% of the customers I dealt with were super-nice and I had a lot of fun. Then they decided to change our roles, push sales (which I was very good at) and the bubble burst. I couldn't shut out all the mistreatment of both employees and customers.
I guess for a while, I bought all of DELL's shit... That's my fault. Well, I woke up eventually and quit.
Now, I'm with a temp agency that finds me good-paying, semi-long term federal government call center work. Sure, there's no benefits, but the pay's equal to or better than DELL. And there's very little travel time. So, in a way, DELL helped me get better job opportunities. It served a purpose.
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"One man's garbage is another man's DELL." |
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