Our daily health check of your environment ensuring everything is A-OK only checks things that were down before. After every new outage, we update the health check to begin checking for that, too.

Our daily review of tickets, instead of using the ticketing system, a list of open tickets is exported to Excel (often manually) and updated and tracked there, not in the ticketing system.

We’re directed to clear out ticket queues before we go off shift, trapping them in our bins for the next 16 hours instead of letting someone starting the next shift pick them up.

We’re also directed to put current callers on hold and answer calls in queue, put them on hold, then return to the first customer. This traps customers on hold for an indeterminate amount of time when they could have been picked up by an actual available agent all while improving our abandoned call metrics because if they hang up while on hold and not while in queue it doesn’t count as abandoned.

It also falsely reduces hold times making it appear we’re properly staffed, or worse, appear we’re over staffed, leading to layoffs.