https://www.youtube.com/watch?v=GyJXDdlD4jQ
"IN-DE GO" :) On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes < mattli...@rivervalleyinternet.net> wrote: > 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> <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> >> >> <image002.jpg> <image003.png><image004.jpg> >> >> >> >> *From:* Af [mailto:af-boun...@afmug.com <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. >> >>
