AOL Made Reps Give Out One Piece Of Tech Support At A Time, Making Customers Call Back Again And Again, And Get Upsold Every Time

AOL Made Reps Give Out One Piece Of Tech Support At A Time, Making Customers Call Back Again And Again, And Get Upsold Every Time

A former AOL tech support rep confesses one of the worst parts about his job. AOL had a policy called “One Call/One Resolution” which basically meant that they were only supposed to dole out ONE troubleshooting step when you called. Then they were supposed to pass you off to someone who tried to upsell you to DSL or some video computer courses. The result was that customers had to call in call in call in, just to get the most basic problem solved.