Before I retired, I worked at an outsourcing company on the Directv account. I worked on many different teams, tech, retention, etc. and in all those years, a lot of info has been stored away in my brain. In the beginning, the equip was very basic and simple, but as you all are aware, it's much different now. During the last few years of my employment, they began to hire a lot of very young new people, many of whom were just marking time until something better came along, many who didn't have even a basic vocabulary or the ability to communicate with people, and because of this, were were instructed to follow scripts written on our computer screens. Sometimes those scripts were hard to fit into the conversation with the customer. and sometimes we who had been there for many years knew of other better ways to solve the customers problem, but if we deviated from the script, we would be marked down, and after three mistakes in an alotted time, we could be terminated. We were also expected to keep the call as short as possible, which made it very difficult when helping an elderly person who is not so tech savvy, they were my favorites, because I found that if you show them one little trick, they are forever your friend and I always felt like I had made their day better in some way. I loved doing tech support, but I was glad to retire when I did, because I was beginning to feel more and more robotic as time went by, and the fun was sadly going out of the job.
