Years ago when we were with ServerPlus I think they had a mandatory wait time of at least a minute.
Maybe they have changed that policy, but it always irritated me. From: Af [mailto:af-boun...@afmug.com] On Behalf Of Jeremy Sent: Tuesday, July 11, 2017 10:49 AM To: af@afmug.com Subject: Re: [AFMUG] Serverplus/powercode users, OT That's good to hear! As these companies grow and continue adding clients it is important that they hire more employees to keep up with call demand. I'm happy to hear that they are keeping up. Our average wait before answer with GTC was 38 seconds for June. On Tue, Jul 11, 2017 at 10:42 AM, Chuck McCown <ch...@wbmfg.com<mailto: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<mailto: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<mailto: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<mailto: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<mailto: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<mailto:thatoneguyst...@gmail.com>> wrote: I also meant offlist, not OT On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com<mailto: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<mailto: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<mailto: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.
