3 ms·
A differentiation should be made between b2b and b2c. B2b support is way better with much higher SLA's.
by AtlasLion 10y ago
A differentiation should be made between b2b and b2c. B2b support is way better with much higher SLA's.
- jmme 10y agoYes. I currently work in b2b tech support (well, its my last week). The job is better and service much different that described in this article -- SLA response times are enforced, but there is expectation that some tickets will take hours over the phone, sometimes over days. The main issues are retention and hiring people with the right knowledge and/or ability to learn. New hires are often useless for months on the phone, and the most talented people jump ship even after aggressive promotions. Both issues fundamentally come down to pay.