@NicoleH - yes not only are these employees assets who will produce more but poor help desk services reduces the productivity of the entire organization -- technology drives everything in any organization and anything that detracts from people being able to use technology effectively is hurting the organization. It is an expensive hidden cost.
@NicoleH: I agree -- companies have lost focus. It's all the more the pity because as Mansur points out, if these entry-level jobs were given the proper attention they deserve then the people who come out of them would have superior training and be an even greater asset to the company!
It's a waste -- even if the company didn't want to do much beyond help-desk, if they partnered with other companies they could get a head-hunter fee for passing their best people along to companies who need them.
But I think in recent years, some companies have lost focus on their employees. Making a profit or bringing a certain amount of revenue appears to be the only priority. Although making money is important, but it takes the employees to operate the business so I think a little more investment in them should be a priority as well. And that can definitely start with more proper training and mentoring programs especially at the entry-level.
@Jason - Personally I think it is shameful to hire people -- specially entry level people -- and not help them to succeed. The people lose out, the organization loses and so does society. Leaders have an obligation to mentor others. Imagine the ripple effect if we can mentor 10 people and they in turn can follow the example and mentor 10 people each.
Well at least you take the time to actually mentor and such. There's plenty of companies out there that would just as easily throw the new guy/gal to the wolves and spat off excuses as to why they can't train them. Those are the kind of companies I'd hate to work for.
@Mansur, lol I like your name for it "helpless desks." Couldn't be more accurate. I too dislike the call center approach but for some reason companies out there still think it's a good idea. Perhaps the cost is what drives them to do it? I know a lot of them make the help desk rep limit their time on the phone. How lame is that?
@Mitch - thanks. Yes you are so right. Giving the initial call to entry-level people is fine as long as the people are customer focused and are recruited with the idea that they enjoy working with people and enjoy solving problems and that they will use this opportunity to polish their skills at both and eventually rotate out to a different position. I have always been fond of hiring bright young students for part-time help desk positions - I had even hired high school students with great success. These people used the opportunities to launch many great careers. Yes it takes more efforts at managing and mentoring but it pays off for everyone.
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