One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
The only people I have calls that long with are people I love but can’t see in person. Recovery is usually quite short then.
A 10-15 minute call will probably need some prep and recovery time though. With people I like it’s because we didn’t get into the flow yet. With people don’t consider friends anxiety is just there.
An hour long call? I normally laugh at these, but nah, a fucking hour long call? Yeah, I need some prep and recoup time
One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
I work at an MSP and I have calls like this twice a month. I hate it
I had a fucking three and a half hour meeting last week. I seriously considered telling the organizer to fuck off when I saw that in my calendar.
The only people I have calls that long with are people I love but can’t see in person. Recovery is usually quite short then.
A 10-15 minute call will probably need some prep and recovery time though. With people I like it’s because we didn’t get into the flow yet. With people don’t consider friends anxiety is just there.