Over the past week, our average wait time with Server Plus was 3:15.
From: Jeremy
Sent: Tuesday, July 11, 2017 10:26 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus/powercode users, OT
When I was looking at Server Plus I was hearing about 15-20 minute hold times.
My hold times rarely ever exceed 5 minutes, and average much lower. I asked
Layne or Michael or whoever my sales guy was at the time about routing calls
overseas and he said "we do have an overseas call center, primarily for
customers who speak tagalong (or something like that), however, we will only
route your calls there in the case of a large scale outage." The possibility
that they would ever be routed to a third party overseas was a deal-breaker for
me....outage or no.
On Tue, Jul 11, 2017 at 10:10 AM, Josh Reynolds <j...@kyneticwifi.com> wrote:
I really like GTC. They took some training, but have great folks.
On Jul 11, 2017 8:40 AM, "Jeremy" <jeremysmi...@gmail.com> wrote:
We went with GTC instead, primarily due to hold times and the fact that S+
routes calls overseas during overflow. We have an out in our contract if hold
times ever exceed a set average, or if they ever route our calls outside the
states or to any third party. We also use Powercode and have been extremely
pleased with them, but every call center will require training to get them to
do things the way that you want. I think how they adapt to your wants and
needs over time is the real indicator of how they are as a customer service
entity. Ticketing is one of the big training items that will differ with every
ISP. (ie; when to open tickets, when to close tickets, when they should have
resolved something on the phone instead of opening a ticket, etc.) Scheduling
is the other thing that we likely all do a bit differently. I'd say give it
time, and work with them to fine tune it to your way of doing things. If they
do not adapt well, I know another company that does....
On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <ada...@amarillowireless.net>
wrote:
I really don't follow much of your line of thinking here. Can you be more
clear about what your trying to accomplish or what the problem is?
We use powercode and enjoy it. Are looking at server plus but haven't
switched yet.
On Jul 10, 2017 10:48 PM, "Steve Jones" <thatoneguyst...@gmail.com> wrote:
I also meant offlist, not OT
On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com>
wrote:
Oh yeah, the powercode ticket vs the email ticket formatting is night
and day awful, why bother with an api if you cant actually tell what the heck
is happening. ... and the api generated ticket cant be reassigned for the
customer, though i believe thats a powercode issue... and given the "new"
powercode, i dont see that getting fixed....simon... simon, where are you?
On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com>
wrote:
Im not sure how they pay, but it looks alot like when we used to
comission new sales, a new account for each call based on who answered the
phone.... if thats tje case, comission calls, then why bother
Ive seen multiple existing tickets restarted... bad juju on that.
Anybody know if they actually look at existing tickets?
Closing and resolving unresolved issues is bad business for me too.
Im thinking its just a matter of getiing on the same page, but if
others have had similar issues and found workarounds ... or walked away, please
let me know.
Serverplus was not my first choice for an outsourced it, so i may
be jaded.
On Jul 10, 2017 10:13 PM, "Steve Jones" <thatoneguyst...@gmail.com>
wrote:
Not impressed, a short time in, by any means. Serverplus guys, no
offense, i need info to make this work outside a retention response. I know
luthman uses them, but anyone else with powercode, please OT me so i can find
out whats broke on our side before i have the boss talk.
