Chapter 1: First steps, baby steps

8.     A *333 is born

Little did I know that my arrival would coincide with a turning point for our company. The word was out – our support team was so great that customers and partners were flooding our lines, seeking assistance with our call center products and with the PBX. It was a bittersweet scenario – the demand was through the roof, but the phone lines were clogged to the brim.

In our tech sanctuary, huddled in the corner of the office, my colleagues Max (the PBX uber guru), Tess (the ever-practical business manager) and I pondered our situation. The idea of a dedicated tech support hotline had been brewing for a while, but now, it was more urgent than ever.

Max, with his tan, skinny super stylish clothes, and penchant for quirky solutions, suggested, “Why don’t we pick an easy-to-remember number, like 333? It’s like 911, but for tech support!”

Tess, always pragmatic and looking for a solution that made business sense, nodded in approval. “That’s a great idea, Max. We need to make it simple for our customers to reach us. Now, we just need to make it happen.”

With the plan in place, we set our sights on the weekend, the perfect time for a bit of office remodeling. Armed with an abundance of coffee and the promise of a free lunch, we went about the task of configuring the new hotline.

First up, it was my turn to record the welcoming message for the tech support hotline. As the “new kid” in the team, I was a bit nervous, but with Max and Tess cheering me on, I gave it my best shot.

“Welcome to the Tech Support Hotline – your direct line to our team of engineers. Whether you’re dealing with a PBX, a call center, or messaging system trouble, we’re here to help! Please select from the following options to get started.”

I might have snuck in a bit of sarcasm to lighten the mood, and my colleagues seemed to appreciate it. Max, in his usual jesting manner, commented, “You could sell sand in the desert with a welcome like that! Let’s hope they don’t decide to turn up here!”

Tess, being the voice of reason, helped me fine-tune the message, making sure it struck the right balance between welcoming and professional. After a few takes, we had a winner.

Next up was configuring the Interactive Voice Response (IVR) system, which would help route customers to the right branch and, eventually, the right tech expert based on the nature of their issue. This was a fun but challenging task, as we had to ensure that every key press led customers to the right destination.

Max, with his knack for creativity, decided to make this IVR system a bit of a maze. “Let’s make it fun,” he said. “Customers won’t feel like they’re navigating a labyrinth of technology; they’ll feel like they’re on an adventure!”

Our IVR started with some cheeky prompts:

– “Press 1 if your computer thinks you’re speaking in tongues.”

– “Press 2 if your PBX is being more cryptic than a spy novel.”

– “Press 3 if your call center software is in a mood swing.”

Tess, always the voice of reason, gently reminded us that customers needed to understand the options clearly. “While fun is great, we must also be clear and concise. Let’s keep the adventure but make sure our customers get where they need to be.”

So, with a touch of humor and a lot of precision, we designed our IVR system, making sure that customers could easily find the right path to their solution.

As Monday morning dawned, we were all on the edge of our seats, waiting for the calls to pour in. With a bit of trepidation and a whole lot of excitement, we pressed the button that brought 333 to life.

The first call came in, and our freshly minted IVR system took center stage. A customer, likely bewildered by the array of options, pressed 2, hoping to unveil the mysteries of their PBX. They were greeted by our super tech expert Max, who was ready to tackle the issue, and the journey of 333 had begun.

Over the weeks and months that followed, the tech support hotline became a staple of our company. The word got out that 333 was the number to call for all telecom equipment-related queries. The flood of calls was no longer a problem, we now had technology to our aid; it was a testament to our growing reputation as the go-to company for telecommunications equipment worldwide, and now we also had statistics and reports from my beloved CMS Solaris machine.

As years rolled on, the company continued to flourish. The tech support hotline became an integral part of our identity, and we celebrated every call that came through. Our team grew, and our reputation soared.

Looking back, that weekend of configuring the IVR system was a defining moment in our journey. The decision to make 333 our tech support hotline had not only simplified the process for our customers but also added a touch of whimsy to our otherwise serious industry.

The challenges and humor of those days are now fond memories, cherished with Max, Tess, Mr F., and the other tech guys who eventually joined the team. It was a time when we transformed a flood of calls into an organized system that welcomed customers and directed them to the solutions they needed. Our hotline became a symbol of our dedication to exceptional customer service, and it was a key factor in our rise to becoming the number one company for telecom equipment in the world.

As we look to the future, we know that technology will continue to evolve, and new challenges will arise. But with the lessons and laughter from our past, we’ll be ready to face whatever comes our way, one witty greeting and IVR maze at a time.

It’s 1997 and you just joined the team – you realized customers are getting the word of this great support team and so calls start to flood in – but hey your company literally makes call center products within the PBX! So, with Max and Tess (the business manager) you plan to pick a number in the private directory that will be the tech support hotline: from now on called “the 333”. You are drafted to record the welcome messages and all the IVR messages to select the right branch and go to the right guy according to the technology. Then one weekend with the team you install and configure everything and wait for Monday to begin. Use witty and funny tone, add conversations with colleagues and test of IVR messages. In the end this becomes a staple of the company for the next years to come, while the customers flock in and this becomes the #1 company for telco equipment in the world.