Curious as to what kind of issues you are seeing.
From: Steve Jones
Sent: Saturday, March 10, 2018 9:14 PM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus
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
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
C: 806.231.7180
http://www.amarillowireless.net
