In an industry where margins are
beginning to make Calista Flockhart look overweight, businesses are having to find new methods of revenue. Support services, such as those offered by call centres, is the front-line of new charges.
New support fees:
Calling me with a question - $10
Calling me with a stupid question - $30
Calling me with a stupid question you can't quite articulate - $50Implying I'm incompetent because I can't interpret your inarticulate problem description - $1000 + punitive damagesCalling me back with the same problem after I fix it once - $100If you expect me to tell you how I fixed it - $60/hr If you've come to ask me why something isn't working while I'm currently working on it- $270/hr Self-diagnosing your problem and informing me what to do - $150Figuring out you mean floppy drive when you say hard drive - $50Spending 30 minutes trying to figure out what your problem is, and another five explaining how to verify and fix it, only to hear you say . . . "So that's what the little box that popped up on my screen was telling me to do!" - $40 Dealing with tech support requests for obviously pirated software - $25 Dealing with computer hobbyists - $500/hr