Screw that. Go with GTC. Instantly talk to some one. Better yet, don't. Stay away. Let them keep their queue clear :P
On Jul 11, 2017 11:42 AM, "Chuck McCown" <ch...@wbmfg.com> wrote: > 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. >>>>>>> >>>>>> >>>>>> >>>>> >>> >> >
