A call center will never be as good at tech support as your own staff
will be. They can help people reboot, and they can follow whatever
troubleshooting steps you give them to follow. They can do basic
billing and sales stuff as long as you give them the information they
need to do that. You can't expect them to figure out anything that
would require knowledge of your network, and to be frank I would try to
keep your expectations as low as possible. Write them a troubleshooting
guide as if you were writing it for an idiot.....be specific and clear
and provide pictures.
Also, if you have any high value business accounts, make sure to account
for that somehow. Your enterprise customers will get riled up if the
call center tries to walk them through rebooting their equipment, which
happens to be a licensed backhaul and Cisco router. Even more so once
they figure out that the only thing the call center can do for them is
open a ticket that you won't see until the morning. One way to address
that is make the first step in the troubleshooting guide: "look at one
of their monthly invoices, if it's greater than $500 then stop here and
call our cell phones until we wake up".
All that said, it's better to have a warm body on the phone who can
shield you from dumb problems. If nothing else, pay them per incident
and only send them the overnight calls.
On 2/4/2016 12:23 AM, That One Guy /sarcasm wrote:
interesting, i anticipated lower level tech, more sales. sounds even
better with actual tech support
On Wed, Feb 3, 2016 at 11:16 PM, Ken Hohhof <af...@kwisp.com
<mailto:af...@kwisp.com>> wrote:
I’m trying to imagine having the phones covered 24/7 for awhile
and then taking it away after the night owls and lonely hearts get
used to being able to call in the middle of the night. Call
center support must be a one-way street, you can’t go back.
Because customers can accept being treated like dirt, but don’t
ever give them something nice and then try to take it back.
*From:* Jeremy <mailto:jeremysmi...@gmail.com>
*Sent:* Wednesday, February 03, 2016 10:54 PM
*To:* af@afmug.com <mailto:af@afmug.com>
*Subject:* Re: [AFMUG] Call center pricing
Yep, $24K a year. They will do some basic sales, but you have to
realize that these are tech support guys...they aren't really
salesmen. They are willing to answer some questions, and will
schedule an install when someone calls in and says "I want to be
installed on X day"...but when the customer needs to 'be sold'
don't expect any big numbers.
Still, when you add it up. 1,000 customers at $2,000 a
month...you will never hire ONE employee at minimum wage to answer
your calls at that rate. Not to mention that employee will only
work 8 hours a day. This route, you end up with a call center that
has 15 or 20 techs that can take calls simultaneously, and it runs
24 hours. If you can't tell I've already sold myself and am
working on switching right now.
On Wed, Feb 3, 2016 at 9:11 PM, That One Guy /sarcasm
<thatoneguyst...@gmail.com <mailto:thatoneguyst...@gmail.com>> wrote:
so for 1k customers youd be looking at 24k per year?
whats a 2 dollar service get you? basic tier 1 tech support
(powercycle and a ticket)? basic billing stuff, take payments
under specific circumstance, and a ticket? Presales info?
On Wed, Feb 3, 2016 at 10:08 PM, Jeremy
<jeremysmi...@gmail.com <mailto:jeremysmi...@gmail.com>> wrote:
$2.00 per customer per month.
On Wed, Feb 3, 2016 at 8:28 PM, That One Guy /sarcasm
<thatoneguyst...@gmail.com
<mailto:thatoneguyst...@gmail.com>> wrote:
what kind of dough gets paid for call centers capable
of answering our industries phones?
--
If you only see yourself as part of the team but you
don't see your team as part of yourself you have
already failed as part of the team.
--
If you only see yourself as part of the team but you don't see
your team as part of yourself you have already failed as part
of the team.
--
If you only see yourself as part of the team but you don't see your
team as part of yourself you have already failed as part of the team.
