It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of the six fingered man.
> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote: > > That's how it's pronounced... > > Maybe a regional thing? > >> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net> >> wrote: >> 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.
