When I contact a technical call center for assistance with a computer problem, the least that I can expect (besides actual technical help) is a friendly individual who is clear in what they are communicating. All too often, I run into technicians who are less than patient and expect me to be as knowledgeable with computers as they are. Sadly, such is not the case and we often get a communication disconnect. This can obviously be pretty frustrating.
However, when I call a good technical call center, it’s a relief to find someone who is patient and can let me know exactly what I need to do, without being condescending. A good technical call center agent is more than someone who is good with technical issues. They are also good with people issues, as well. To be honest, I think that the people issues might even outweigh the technical ones.