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by singedproxy
1262 days ago
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I work as online support for the US' largest private company, being one of the main direct point of contact their business partners have with the company -- and I can 100% attest for this. On a daily basis, my team (which consists of 2 people only, on a good day) deals with hundreds of partners facing dozens of different issues. We are only trained to deal with maybe 3% of the issues we receive -- the rest, we must redirect to other dozens of internal departments, or escalate to other teams. The problem is: I (and my colleague) have zero idea who is the correct team to re-direct to/escalate most of the time. This is not because we don't want to know, but because most of the time even our leaders and their leaders have no idea who is the right person to deal with those problems. The company is so big (and not properly organized) that some issues their business partners' face go almost 2 months without a solution, with endless email threads of one team pinging the other... It is bad for the costumer/supplier, and also for the employees, who have been alienated of their job and are left to "none's devices" to do their job. |
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