Orwellian tech support
Quote:
"When we pick up the phone we're lying. We don't really work for the company we say we work for. Because of the expense of housing and running a technical support operation, many computer manufacturers choose to outsource the work. We work for one such outsourcer, though you'd never know it just to talk to us. To the customer on the other end of the line the distinction, while important, is invisible.

Outsourcers are paid by the computer manufacturer based on the number of calls they handle. The more calls we take, the more the outsourcer is paid. So naturally everything that happens in this vast carpeted warehouse of cubicles is done with an eye toward speed. Our managers stress something called "average call time," which is simply the average amount of time a tech spends on each call. They want us to be under 12 minutes."