work is hell
this is the first time all evening we haven’t had a shitload of calls backed up in queue. when i got here, there were 14 calls in queue and 130 or so abandoned calls, aka people who got tired of being on hold for an hour.
the queue stayed at between 11 and 14 calls until about 7:30pm, where it slowly dropped to 3. i thought for sure it was close to over. nope! it jumped back to 14+. it would have been higher, but we only have 25 lines coming in, and customer service, who shares those, has been as busy or busier than tech support.
every person i’ve talked to this evening has bitched about waiting an hour in queue.
here’s what happened. our support staff was supporting about 20,000 people. a new client came on board who is migrating 17,000 users to our network, basically doubling the size of our userbase. also, many of those 17,000 people would be calling in to get help moving to the ‘new network’.
one would think that they would double their call center staff to accomodate this. did they? no. because of that, we’ve been horribly swamped, and have a lot of pissed off people calling in.