That’s like 11.50/hour.
> On Mar 25, 2018, at 18:47, Mike Hammett <af...@ics-il.net> wrote: > > What kind of employee are you getting for $400/week? > > > > ----- > Mike Hammett > Intelligent Computing Solutions > > Midwest Internet Exchange > > The Brothers WISP > > > > > From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> > To: af@afmug.com > Sent: Sunday, March 25, 2018 5:46:00 PM > Subject: Re: [AFMUG] Serverplus > > Depending on call volume somewhere on the neighborhood of $250-$400/month. > > That pays a weeks wage for an employee who can now also do other things. > > On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote: > > How much were you planning on paying serverplus? > >> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes >> <mattli...@rivervalleyinternet.net> wrote: >> 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 <lewis.berg...@gmail.com> 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 <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> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> <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. >>>>> >>> >
