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5 Things You Should Know – Part 89

Comments (1)
  1. KnightsOfColumbus says:

    In reference to number 3.

    In most cases it is not actually an escalation department. And this other person in fact does not get paid more. These centers have the employees that handle their calls better than most simply put on a vest, grab a walkie talkie, and patrol the floor to assist others in resolving their issues and when needed take over the call as a ‘manager’ or ‘supervisor’.

    I used to be this person in tech support. It gives us a better chance at being promoted but definitely no better pay and no more power than the others. We were simply known as floor walkers and for 1/3 to 1/2 of our shift we walked around chatting people up and handling these escalations instead of sitting and taking incoming calls directly.

    Whenever someone asks to put you on hold to confer with their supervisor on something, they are really just relaying a message to the floor walker to come assist them.

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