I would say that if you want local pronunciations of words you should run your open tech support.
I don't think most people care. They are normally happy just to have someone speak English that they can understand. Until you get about 8000 subs I doubt you can do it anywhere close to the cost that Lane can. On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote: > 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. >>> >>> >
