Ugh, no fucking shit! In moves where the company is “going forward” (I hate that fucking phrase) in customer satisfaction, shit like this is introduced to “better focus” on “guestomers”. ( I swear to Christ “guestomer” was the legitimate word.)
I used to work for Amazon.com. Here’s the nightmare system in place.
There are ~10 people to a “team”. (Working myself up to a seperate rant here, sorry.) The team includes 2 “Leads” and an “Area Manager”. The team has it’s own email queue. The Leads and AM have a queue and the AM has a queue. In my office there were 12 teams. That’s 36 queues right there. And we were on the top floor.
Below us were those that handled “contacts” for tools and high-end electronics, like plasma TVs. If a referral was warranted, there was a queue for each product including, but not limited to, big screen TVs, shop tools, lawn and garden equipment (snowblowers, lawnmowers, etc.), major appliances and so on.
Then there was “Seller support”. These could be divided mainly between Merchant sellers and Marketplace sellers. Further breakdowns of queues within those are too numerous to list.
Then there are the cell phone issues. My office exclusively handled those. There’s T-Mobile, Virgin, Sprint, Verizon, Cingular, Tracfone. Each provider had a queue. Each of those queues were divided into phones, SIM cards, lost/stolen phones, contracts, rebates, accessories, replacements, etc. (The joke is that anyone with access to one queue has access to all queues. Should have just been one and streamlined it. But that would make sense I guess. Can’t have that! :rolleyes: )
And all that was just in my office. There are offices in ~20 locations worldwide. Each with other specialty queues, teams, and so on.
The best part is in the search feature of Outlook, the queues aren’t updated regularly. There are queues you only know about if you’re told about them. That’s efficient.
And if it is a listed queue, you damn well better hope to know where the hyphens, dots and underscores are.
Come to think of it, I don’t really miss the job so much. If I wasn’t wasting time finding e-mail addresses, I was dealing with people that just didn’t understand that it wasn’t my fault UPS lost their package.