As you know, I work for a retirement services company. I was promoted a couple of weeks ago from a call-center schmuck (albiet the most senior in the Call Center)up to what is called, in corporate-ese, a "Senior Research and Resolution Analyst." The most common real-world analogy would be Tier II Tech support.
My new job doesn't have me interacting directly with participants. We are a resource for the reps who don't have as much experience, knowledge, or even just brains to handle difficult calls on complex issues. I take calls from reps and try to help them learn how to figure these things out themselves.
The other role is handling tickets. In order to keep our reps from wasting the other department's time with stupid, redundant requests (tickets), we filter all outbound requests for corrections and research. If the rep opens up a ticket that is superfluous, we send it back to their manager as a training issue.
The tickets are the source of these. There are a lot of people in the call center who don't have a very good grasp of the english language at the best of times (no, we don't outsource to India) and, when "forced" to open up a ticket, they take no effort at clear communication. They're pretty much an endless source of unintentional hilarity (and stress headaches!).
