Help! The PC support-center worker is part psychologist, part technician

IBM's HelpCenter located in Research Triangle Park, NC, processes calls from approximately 8,000 confused IBM microcomputer users a day. The center's staffers help users resolve problems with their IBM PC hardware and software and even provide social support for lonely people who call the center at odd hours. One worker goes so far as to describe the job as part technician, part psychologist. A large portion of the callers are not novice users. Often callers use PCs at work, but have yet to master core functions. HelpCenter workers believe that many of these users could resolve their problems independently had they been given adequate computer training in the workplace. HelpCenter first began in 1992 and was part of a company effort to become more responsive to customer needs. In 1993, more phone lines and technical support were added to the center to ensure that calls were quickly processed. In 1994, callers spend an average of 30 seconds on hold before they reached a center staffer.