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I once worked in an outsourced tech support call center for a top 3 US ISP. One day we started receiving a massive flood of calls all about the same problem: t
by chaosmachine 16y ago
I once worked in an outsourced tech support call center for a top 3 US ISP.
One day we started receiving a massive flood of calls all about the same problem: the default ISP homepage wouldn't load, and people thought their internet was broken. The call queue was growing exponentially, and no one could figure out what was wrong. This went on for a few hours, with no solution in sight.
Long story short, while troubleshooting with one of these customers, I found the source of the problem (a new firewall setting in the ISP's free av/fw package), reported it to my supervisor, and a fix was quickly implemented.
Given the volume of calls and the size of their subscriber base, I probably saved the ISP at least 5 digits in phone fees, and got a lot of angry customers off their back.
For my efforts, I was rewarded with a company branded pen.
- mgkimsal 16y agoYay. And I bet the person who approved the push out of that av/fw package had nothing come back on them, right?
- iron_ball 16y agoIt used to be that guy's pen.
- bsk 16y agoGood job. There's a similar story about then Russian president Putin. He rewarded a Gazprom employee with a pen for saving the company about $5M a year. Only that was a $150 000 pen.