-----Ursprungligt meddelande-----
Från: Nygaardr, FC3 [mailto:
nygaardr@...]
Skickat: den 15 juni 2001 12:20
Till: '
EverQuest@yahoogroups.com'
Ämne: RE: SV: [EverQuest] Verant's new security policy..
"To me it's amazing at all someone gets a petition
answered. How many other games out there even
attempt to support 200k+ users with direct online
face-to-face access to a support staff on a 24hour
basis."
None.
How many other games make $3 million + a month not including sales of new
games?
None.
Mu
-----Original Message-----
From: Lance Whitmore [mailto:
vesuvus@...]
Sent: Thursday, June 14, 2001 4:31 PM
To:
EverQuest@yahoogroups.com
Subject: RE: SV: [EverQuest] Verant's new security policy..
If you look at the matter seriously you'll find 100k+
players on a day with only 10 average support staff
per server (includes guides, senior guides and GMs)
they do become overwhelmed at times. Behind the
scenes they do a great job supporting the EQ community
as a whole. The turn over rate for guides, the
mainstay of Verant's CS staff is rather high. This
makes it difficult to have a smooth flowing CS
operation staff on a regular basis. The rate is high
due to a few reasons:
1. It's difficult for most to play and be a guide.
2. Some can't handle the workload average 100-200
petitions a shift (depending on shift hours, time of
day, etc.).
3. Burn out
4. Some just get tired of irate players =)
They are constantly retraining new support staff and
attempt to provide the best possible assistance. To
me it's amazing at all someone gets a petition
answered. How many other games out there even
attempt to support 200k+ users with direct online
face-to-face access to a support staff on a 24hour
basis. Hehe... Hey if you feel the system has a
problem join the CS staff and try and change the
system for the better. I dare ya...
Just FYI - To process a surname request:
1. Apprentice/Guide answers a petition and takes down
your information...
2. Boots up your petition to a higher level and waits
in the queue till a Senior/GM can make the change.
GMs work on a 5 day on 2 day off schedule. Senior
Guides are not always available. They do have SWAT
GMs however a surname change would not fall under
emergency support.
3. Your request also gets posted to a bulletin board
after the Guides shift to be handled as soon as
possible.
4. Either a Senior Guide fulfilled a request from the
Board or you were lucky enough to have one online the
second time you petitioned.
BTW... Problems like name changes... guides don't have the
ability to make the change, so its normal to not have
it acted upon immediately.
D.
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