[rqtwteye]

Reminds me of an issue I reported years ago to the super-special-premier support my company pays for. I never got to somebody who actually understood the issue but there were several managers who constantly tried to have meetings and close the ticket.

[franktankbank]

> there were several managers who constantly tried to have meetings and close the ticket.

Managers on the support side or your teams?

[rqtwteye]

Microsoft side. It was pretty clear that they were evaluated by closing tickets quickly.

[Twirrim]

Support orgs love to measure how long it takes to close tickets, but rarely whether the problem was actually resolved, or customer sentiment.

I had a friend who worked for an Cable ISP decades ago in the UK. Management of support management got outsourced to another company, who set aggressive targets for call length. Not average call length, but call length of any call they received. Any call that went over the target was a mark against the support person, and if you got more than a few marks you got a dressing down by the supervisor, a few more after that would get you a written warning, and then a few more would see you fired.

It started out at 15 minutes, and that was okayish. It took about 6 minutes to reboot a cable modem and have it come on-line, and that was done with almost every single support case, and fixed at least half of them.

Then they cut it down to 10 minutes. That was squeezing it a bit. 4 minutes at the most to do all introductions, hear the problem, wait for modem reboot and test things were resolved.

Then they cut it down to 5 minutes. The support folks had literally no choice but to just randomly hang up on people as soon as they got close to 5 minutes, or ask them to do a reboot of the modem and phone back. "Oh, I'm sorry, we must have been randomly disconnected"