0
1

[–] 10685514? 0 points 1 points (+1|-0) ago 

No 24/7 call center experience exactly but I have worked on-call tech support for various products over the course of my career.

Cost effective to have a "We don't know anything we just take messages" service handle the initial after-hours calls. You work out with them a procedure to determine when escalation is required. Then you have a slightly higher level on-call service [with a smaller staff] who can field basic questions. When they can't figure it out, someone like me who used to get paid more than an entire room of tier-2 tech supports gets a call.

The most important thing for that Tier-3 tech support person is to have some kind of metrics to understand how much after-hours work they are really doing. When I was in my 20's and early 30's I could handle 48-hour "everything is on fire" emergencies and still make an early monday morning meeting. By my late 30's I usually just told them to fuck off, I just solved such and such problem and only went to sleep at 4AM. The problem is - when those people are doing their job well - the results are invisible. It is not like production where you see a result. For an on-call tech support the desired result is not to hear anything more from the customer.

Please don't use Indians. As long as I want them to succeed - it's much nicer to talk to someone in the US.

0
0

[–] Tambourine [S] 0 points 0 points (+0|-0) ago 

Thank you for the advice, this is helpful. We have a really lightweight team to start, and I'm trying to allocate enough resources to it doesn't go totally underwater.