So, the General Manager for the group who owns the building has decided, due to cost-cutting measures, not to have a manned reception desk. He doesn’t want an automated system to answer and transfer customers around, though. I mean, that would be costly, and we can’t have that, now can we?
So to have his cake and eat it too, he came up with a solution in place at other divisions of our company.
He wanted it to be mobile, on a tablet-like device, and moved from person to person over the course of the day.
See, the idea is, we distribute the receptionist duties through the customer service team personnel. That’s our business group now, and we do customer service for their division too. So that’s a corporate way of saying, “We don’t want it to be our problem anymore. It’s yours now. Because…customer service. Yeah.”
So I’ve spent the last chunk of my day working over the phone with the service provider for our phone system. And they’ve done a good job so far, but the truth is, they’re already into us for about two hours at something ridiculous like $140 an hour. (I’m in the wrong business.) And the amount of money we pay each year to maintain the system didn’t cover this. So.
Because I was the one sitting on the phone with the provider’s tech, I’m wondering (read:Pretty sure) it’s going to drop on me to support this new computer. I didn’t do anything, mind you; they had remote control of the computer and did what needed doing. All I did was click when they said to do so. But that won’t matter when it’s broken. I’ll probably be told, “Well, you’re the one who worked with the service tech on it. You fix it.”
And frankly, I’m fast losing interest in taking on more and more hardware support and software installation and maintenance, without any sort of compensation or rewards. That’s my boss’s tune – “being a good corporate citizen” – not mine.
And I’m getting a little tired of being volunteered because he wants to be a good corporate citizen, too. If you don’t have the skills to do it, you owe your staff at least the courtesy of asking them before volunteering them. This isn’t the first time I’ve had it happen, and it won’t be the last, I’m sure.
So tomorrow is the big day from the phone system’s perspective. We will be ready to shut off the old computer and see if the phone will ring through the new one. If it does, we move to a new model for covering the main switchboard. Instead of us going to the board, the board comes to us.
I wonder if I end up having to take a shift answering it too?