Interesting point. We are at 1,000 subs I and I just did this economic model.
I don’t have 24x7 support. But do have 9-9. With a well running network support calls are near nothing. I took the money I was going to pay SP and hired staff. Now I have people who do phones and other things. > On Mar 25, 2018, at 06:32, Lewis Bergman <[email protected]> wrote: > > 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 <[email protected]> wrote: >> https://www.youtube.com/watch?v=GyJXDdlD4jQ >> >> "IN-DE GO" :) >> >>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes >>> <[email protected]> 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 <[email protected]> wrote: >>>> >>>> That's how it's pronounced... >>>> >>>> Maybe a regional thing? >>>> >>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" >>>>> <[email protected]> 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 <[email protected]> >>>>>> 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 <[email protected]> On Behalf Of [email protected] >>>>>> Sent: Saturday, March 10, 2018 11:25 AM >>>>>> To: [email protected] >>>>>> 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: [email protected] >>>>>> >>>>>> 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:[email protected]] On Behalf Of Steve Jones >>>>>> Sent: Friday, March 09, 2018 10:30 PM >>>>>> To: [email protected] >>>>>> 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. >>>>>> >>
