But Inigo Montoya was not the six fingered man, the six fingered man was
Count Rugen.
------ Original Message ------
From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
To: af@afmug.com
Sent: 3/15/2018 8:45:07 AM
Subject: Re: [AFMUG] Serverplus
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 <tel:801.426.8283%2C%20ext%20102>
<image001.png> <http://www.serverplus.com/>
<https://www.facebook.com/ServerPlus365/>
<https://twitter.com/RealServerPlus>
<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.
