I would like to share some solid stats with the group. Please see those below. The comment about a decline is hard to address without looking at stats. Kind of like the user that calls you and vaguely says “My internet seems slow” when you have stats that show they are getting more than they are paying for. We have hired a number of new people recently because we have grown and have added a new office but as Justin said this is a slow time of the year so we also took advantage of this time to get rid of some of our weaker performers. Here are the company wide stats for the past week with some comments about them, I would stack these up against any call center in the world. Sorry if I come on strong, but as you all know this is my baby and I care a lot about it just like you do about your networks. I know we are not perfect, out of 6000 calls I am sure we made a mistake or two and I am happy to address any individual issue directly, but I am pretty proud of what we do.
OFFICE STATS SP GOAL Comment AVERAGE TALK TIME 0:11:05 0:10:00 Down from over 13 min 2 months ago TOTAL TALK TIME VS SCHEDULED 69.94% 80% This is agent utilization SURVEY SCORE 91.66% 95% 91.66% of callers would recommend the service That is a number any company would kill for SURVEY TAKEN 20.57% 20% A full 20% of callers responded to our survey, that number is unheard of TECH ESCALATION 39.31% 20% Higher escalation percentage this week because of the storms and significant network outages ESCALATION APPROVAL TIME 0:11:47 0:10:00 Down from over 30 min 4 months ago QA SCORE 92.05% 95% Happy to share our QA form with anyone who would like to see it COMPANY STATS SP GOAL CALL WAIT TIME 0:01:52 2:00 Less than 2 min wait time even though our SLA is less than 3 BILLABLE CALLS 6112 10,000 Reflection of the slow season ABANDONED TIME 0.37 2:00 Outage recordings cause people to hang up once they hear the recording CALLS TAKEN PER HOUR 4.10 5.45 This is calls answered per worked hour Layne Sisk ServerPlus 801.426.8283, ext 102<tel:801.426.8283%2C%20ext%20102> [New logo xl]<http://www.serverplus.com/> [http://i.imgur.com/VOz763A.png] [http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 5000] From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones Sent: Friday, March 09, 2018 10:30 PM To: af@afmug.com Subject: [AFMUG] Serverplus Has anyone noted a consistent decline in quality with these guys, and a large number of different tech names in their tickets? Its almost looking like they outsourced their outsourcing.
