[quote=Rev. Rexdon't get disenchanted when you learn that it is all numbers and performance.[/QUOTE]

Well, I've done the same work for a different company before. I got called into the boss' office once and he complained that I was spending too much time resolving calls. We were allowed a maximum of 3 minutes per call, ad I was averaging 8.

So I politely suggested that he look at his stats again, and see what percentage of those 3 minute calls had to keep calling back before their problem was finally resolved. Then, check and see how few of my resolved problems had callbacks.

He never complained again.

After less than month on that helpdesk, my conversations with customers generally started like this:

"IT Help Desk. This is Robin, how may I help you?"
"Oh, Robin! Thank God I got you!"

__________________
Self-reverence, self-knowledge, self-control;
these three alone lead one to sovereign power.
Tennyson