Know Your ABCs
The sales-phrase “Always Be Closing” might as well have originated in a support center.
I know I’ve mentioned several times already that in tech support you must close tickets out. But this truth is so important that I’ll say it again. I could scream it a thousand times and still feel like I hadn’t yet repeated it enough.
You must close to survive. More tickets come are added to your queue whether you are currently working on 10 or 100. It makes no difference. If you’re not closing, you’re sinking in the mire. You might as well go and buy a coffin for your own funeral, because you’re already dead.
When I started the job, I got two or three tickets a day. Mid-way through Year 2, and I was getting five. And they were harder — much, much harder. I had to focus all day every day. It was normal for me to drink three cups of coffee over the course of eight or nine hours, get locked in, and slam through the workload with maximum brutality.
Then there was unpaid overtime. Nearly everyone in support worked a few extra hours here and there in an attempt to keep their own workloads under control. If you were in the middle of troubleshooting a tricky issue and your shift ended, it didn’t benefit you in the slightest to just go home. If you did that, you’d forget where you were in your trace and have to start it all over again the next day, with the added pressure of knowing you just got 4 new tickets and you had to get back to those customers ASAP so they don’t start calling in to your manager and complaining which does nothing but add additional overhead and stress to your day while placing you further and further behind.
Whew! Are you still with me?
At any rate, you can see why, if you were fairly near to resolving an issue, you’d be highly motivated to finish the work so you could shut the door on the sucker. If that meant staying until six or six thirty, so be it. Worth it, in most cases. You’d sleep better.
Because — say it with me now — you must Always Be Closing.