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nurd

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  1. nurd

    The Things I do

    By nurd,

    When people ask me what I do at work, the answer is usually the same: I'm a technical support rep for a home security company. But that's not the whole story. When I'm working, I'm answering questions, fixing problems, performing account maintenance, and doing it all with a smile and the weenie phone voice everyone expects from customer service. And then I go into the queue. Right now, the queue is 23 deep (Read: 23 people are waiting on calls) with 11 on ACD interaction (Read: 11 people actively talking to customers.) What this translates to in real terms is: Its been 5 minutes since the end of my call, and it'll be another 11 minutes before I take another. 15 minutes of down time, and then on average my resolution time is 6.5 minutes per call. That's from the time I say Good Afternoon and thank you for calling... to the time I go back into the queue. More than 2/3 of my working time is down time, and I drive myself crazy finding stuff to do in the meantime. I have an on-call job, I have to always be available with my headset on at my desk. I have internet access, but you can only browse the front page of Imgur so many times before you get bored. Some of you may have seen my thread on my rehab of a poor Twilight plush and noticed its all being done at my desk. That project will last me a few days, but after that I'm back to not much. I started picking up sysops tasks for Poniverse to do at work too, and I've got a full on Photo Finish plush I'm going to sew up here after my practice on Twilight... but after that, I've got to move on to another task. I love my job, but I need to find more tasks to occupy me when I'm not working.
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