Weird process happening in American call centre?

Last post 06-09-2011, 10:00 PM by Rob_backup. 5 replies.
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  • Weird process happening in American call centre?
    Posted: 06-09-2011, 8:31 PM

    I've just had a lady from the US answer and when I wanted to raise a ticket she actually couldn't give me a ticket number because she says she can't. Yet she takes down my details and says I will be contacted by an engineer.

    How am I meant to follow the progress of this?

    I've had a similar experience before where another lady from a US call centre took down my details but the support process was not the same as other US or Indian centres where they can get all my details with my commcell ID.

  • Re: Weird process happening in American call centre?
    Posted: 06-09-2011, 8:38 PM

    ok I got a call back from another guy in the US, but not a tech guy, he was ringing to then to get further discription of the fault and raise a ticket. So I now have a ticket on this...

    I guess when I've raised a fair few tickets and the process before was quick and this process is kind of broken up and different, I thought I'd just mention it.

  • Re: Weird process happening in American call centre?
    Posted: 06-09-2011, 9:08 PM
    We are having some bad storms here. You may have called when power was lost and switching to the generators. I'm not there but just a thought.
    CommVault Messaging Support
  • Re: Weird process happening in American call centre?
    Posted: 06-09-2011, 9:11 PM
    Should add a little bit.

    You prob talked to the answering service that would pick up on the event of a failure. Very rare with the generators and battery backup system. I would think that stephen c would have more to add.
    CommVault Messaging Support
  • Re: Weird process happening in American call centre?
    Posted: 06-09-2011, 9:19 PM

    Hi Robert,

    During these hours we have both US and ANZ office online handling incidents and as Patrick mentioned we are seeing sporadic power outages in the area. The woman you spoke to is a 3rd party service we contract for "Service Assurance" (basically to ensure someone is picking up the phone).

    They are provided a script to collect information and deliver back to CommVault Corporate where we process to call. Understand how your experience could be different than other times when you dialed into our hotline.

    In any event your case has been logged and assigned to our engineer Bobby K. - he will be contacting you shortly.

  • Re: Weird process happening in American call centre?
    Posted: 06-09-2011, 10:00 PM

    Thanks for the explaination. Understanderable why it didn't seem like the usual commvault process. 

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