Our community is facing some shorthanded situations. I have a suggestion for this. Is it possible to elevate some members like Oracles privilege to access the system to help fix some issues? Thanks
I think at some point theres a line between volunteers and people being paid to work at public mobile. If the Oracles had the authority and capacity to go into peoples accounts, people would be on here complaining about them too. Whereas really, the Oracles are just awesome people that don't receive a salary from public mobile and thus should not be handed the same level of responsibility as a public mobile employee. Its not their job, and we shouldn't make it one for them. So I disagree with this idea, in short.
Those mods with privileges are PM employees working in Toronto offices and oracles are not. So, this is probably not possible since you physically have to go to the office.
If it was done from working home, it would've been easier....
I appreciate the though put behind this idea, but it wouldn't work. You can't just hand the keys to customer information to some unknown stranger who does not work for Public Mobile. if Public did in fact give community members access to customer accounts, that surely would be a privacy breach.
Whether the Public Mobile moderators work out of home or at a Public Mobile/Telus office really make no difference. I am certain that cell carriers have many customer service staff who do work in fact, work at home. What matters is that the employee is trained properly and is able to do the job properly. Saying that, it costs great amounts of money to properly train someone. There is just no way someone from here can just jump in, nor should they.
Then, we have labour laws. You can't just have unpaid people doing the work of Public Mobile employees. How would you feel as an employee if you were getting paid by the hour and your hours got reduced because "oracles" or senior community members are doing the same job for free? - not to mention, why would anyone be willing to? It also could lead to lay offs of the Public employees, not to mention the legality of it all.
If a community member really does want to work for Public Mobile, there's nothing stopping such a person from applying for a position within the company. But, you can't expect anyone here to do the job without getting paid to do so.
Agreed with computergeek. Forum contributors are not employees and should never ever have access to any of the tools and information that a Public Mobile employee has to manage accounts. That would be a serious breach of privacy.
I know the Oracles have some perks, such as a message forum for them, and I believe they can mark messages as solutions... beyond also allowing them to block/edit messages (for innappropriate content), I don't think more access is the solution to the backlog problem.
I like what @Subbanator96 said... "...the Oracles are just awesome people that don't receive a salary from public mobile and thus should not be handed the same level of responsibility as a public mobile employee."
Hi everyone. As had been mentioned, we are just customers like yourselves. I neither have nor, to be honest, desire the ability to look at anyone's account or backend system. If that were the expectation, I'd be wanting to talk to PM human resources about salary expectations! I'm happy to help out here as much as I can out of passion for the product and love of the community, but my paying job comes first and then family and friends. The last thing I would want is to have to start fixing people's accounts.
Don't get me wrong, I want everyone to get the help they need as soon as feasible, but yeah even the PM moderators don't have remote access and must be physically k. The office for access to their systems. This is for everyone's security, and is a good thing.
Thanks for the kind words about your friendly community oracles!
Ya know, I think that sometimes, remote access should be permitted, In case of certain emergencies, otherwise PPL would have to wait for longer periods of time, just my opinion
