GTC does this too. I don’t know why it’s so hard. The company I used to work for was “Indigo Wireless”. They always say In Dee Go.
> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote: > > They are working well for us, and I have a horrible generic support DT, lol! > > I have had zero complaints from my customers so far this year, so I think > they are doing well. > > The only feedback I’ve had is customers hear our company name pronounced five > different ways, even though the DT instructs the proper pronunciation. > > But it’s a made-up name so my customer are always confused on pronunciation > themselves. > > > From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com > Sent: Saturday, March 10, 2018 11:25 AM > To: af@afmug.com > Subject: Re: [AFMUG] Serverplus > > 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 > <image001.png> > > > > <image002.jpg> <image003.png><image004.jpg> > > 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.
