Yeah. This one isnt a complaint so much as curious if others are seeing the same issues we are seeing. If theyre not, then its probably more a me issue than a them issue. The current set of issues however are impacting relations with our customers. I reach out here over places like the facebook wisp groups because here gives good input, there just starts lynchmobs.
On Mar 10, 2018 7:30 PM, "Adair Winter" <ada...@amarillowireless.net> wrote: Weren't you complaining about serverplus a few months ago also? On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones <thatoneguyst...@gmail.com> wrote: > DTs, like railroad tracks are great when theyre followed, thats very true. > Very true. > > > On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com> wrote: > > 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 <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:* 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. > > > -- Adair Winter VP, Network Operations / Co-Owner Amarillo Wireless | 806.316.5071 <(806)%20316-5071> C: 806.231.7180 <(806)%20231-7180> http://www.amarillowireless.net <http://www.amarillowireless.net>
