Cold pizza of doom

This is one of those things that happen in small support centers. The larger places usually have enough staff to handle high call volume, or have an overflow to route calls. But, what happens is a huge jump in the call queue. We had over 20 calls in queue when ours started. We had some comprimised email accounts sending out spam. When we locked those down, all our customers started getting emails requesting that they send in their email address and password, or the account would be shut down. Nothing generates calls like email. Everyone had to call in and find out if it was a legitimate email or not.

So this is where the cold pizza of doom comes in. You get an email from your supervisor or manager telling you that you will now be working through your lunch and they will be providing pizza. Technically, this isn’t legal. You are required to have a certain amount of time off the clock each day. But they send out for your pizza and you get to sit glued to your chair. Usually, folks in the office who are not working support drift by and grab a slice or two. By the time there is enough break in the calls for you to go grab a piece, the pizza is cold. You eat it anyway, of course. And you go back for seconds during the day, when it is even colder.

I really do not find cold pizza good compensation for losing my lunchtime. And I don’t like phone systems where you can’t record a message that customers can hear, up front, to let them know that we don’t need to talk to them. We had a full week of serious issues getting lost while we answered calls about those emails. There has got to be a better way to handle support calls.

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