I am happy what we pay with the average hold times averaging 1-2 minutes. Our residential subs don't need hold times any shorter than that for after hours support. Compared to our other WISP's, we're the only one that offers 24/7 support anyway so we're already ahead of the competition there.
I know when I call DirecTV or Verizon, Centurylink, I almost always wait at least 3-5 minutes before I get a rep. Not always but usually. On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman <j...@imaginenetworksllc.com> wrote: > I would pay 30% more from my current rates to reduce it to sub 30 seconds. > > Josh Luthman > Office: 937-552-2340 <(937)%20552-2340> > Direct: 937-552-2343 <(937)%20552-2343> > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > > On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> wrote: > > I am in the camp of “screw em”, let them hold or else they can call us in > the morning. > > I would probably feel different if you were the first point of contact for > all calls. > > But we take our calls directly during most waking & working hours. > > *From:* Layne Sisk > *Sent:* Tuesday, July 11, 2017 4:30 PM > *To:* af@afmug.com > *Subject:* Re: [AFMUG] Serverplus/powercode users, OT > > > So Steve, I am not sure I fully understand the questions you are posing > here, but I believe it is a simple integration issue that we can resolve > easily. Since you have been live with us less than 2 weeks I am sure it > is simply a setting that can be adjusted. I will email you off-list so we > can set up a call to address the concerns. > > > > To address the comments mentioned by some others in the thread: > > > > 1. We do not route calls overseas unless it has been authorized by the > ISP. The exception mentioned on the list here is that if and ISP has a > complete outage and has 50-100 calls drop into queue before the outage is > identified we may use the overseas agents to simply pick up the call and > confirm to the customer there is an outage. Once the outage is identified > we put a message up on the phone system to stop the influx of calls. > Jeremy if that was a deal breaker for you we would certainly have looked > for an alternative, sorry that created a problem. For us it is a balance > to make sure that one ISPs outage does not create long hold times for all > other clients. > > > > 1. Our average hold time is typically between 1 and 2 minutes. For > example today it is 1:33. Month to date it is approx. 1:28. It is > certainly possible to shorten that time, but not while maintaining our > standard pricing structure. It is a balance between cost and service, much > in the same way that a WISP can usually provide more bandwidth but the > balance between cost and speed has to be considered. > > > > 1. We definitely do not have a mandatory hold time, only an average > which we are always working to decrease, most customers calls are answered > within seconds. > > > > I would pose a question to the group, would you be willing to pay say 30% > more for the service, if the hold times dropped by 30 seconds? Most people > I have spoken with have said no, but it was admittedly a small sample > size. We have considered a scaled pricing model with a hold time SLA of < > 3 min, < 2 min, < 1 min. What are your thoughts? > > > > Layne Sisk > > ServerPlus > > 801.426.8283, ext 102 <801.426.8283%2C%20ext%20102> > > [image: New logo xl] <http://www.serverplus.com/> > > [image: http://i.imgur.com/VOz763A.png] > > [image: http://i.imgur.com/xvQYYWa.png] > <https://www.facebook.com/ServerPlus365/> > > [image: http://i.imgur.com/ELG0AB1.png] > <https://twitter.com/RealServerPlus> > > [image: Utah 100] [image: fast50-01][image: Inc 5000] > > > > *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones > *Sent:* Monday, July 10, 2017 9:49 PM > *To:* af@afmug.com > *Subject:* Re: [AFMUG] Serverplus/powercode users, OT > > > > 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. > > > > > -- Darin Steffl Minnesota WiFi www.mnwifi.com 507-634-WiFi <http://www.facebook.com/minnesotawifi> Like us on Facebook <http://www.facebook.com/minnesotawifi>
