I would add that Layne’s service is only as good as the decision tree that you
provide to him. The more detailed DT, the better the service will be.
From: Layne Sisk
Sent: Saturday, March 10, 2018 10:48 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus
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
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.
