If you look at it as if you are billing an outside customer for billable hours, all that stuff is a true expense that comes out of your pocket. So you really should look at it from that perspective to ensure you are being realistic with yourself when analyzing profitability.
Sent from my iPhone > On Mar 25, 2018, at 5:25 PM, Matt Hoppes <mattli...@rivervalleyinternet.net> > wrote: > > Eh. You’re putting a price on well being and moral. > > Picnics. PTO. Bonus. Profit Sharing. > > I do those things because I want my employees to be happy and not have to > worry so much about living. > > It makes them much more profitable at the office. > > We give unlimited time off with required two weeks off a year. > > Picnics and parties are just part of the moral boosting. > > My office workers don’t have a vehicle - there is a shared one that is used > when someone goes out. > > And we cross train. We are too small to silo. > > The CEO does billing calls and my billing gals pull ropes at the towers and > run cable at installs. > > I get what you are saying - but to me those things average out across > employees. > >> On Mar 25, 2018, at 19:17, Chuck McCown <ch...@wbmfg.com> wrote: >> >> >> FICA >> FUTA (Fed Unemployment) >> SUTA (State Unemployment) >> Workers' Comp >> G/L Insurance >> Health >> PTO >> Holiday >> Picnics, Parties >> Tool/Gas/Vehicle >> Company Meetings >> Training/Education >> Cell/Mobile/Internet >> Vehicle Fuel/Maint./Insurance >> Miscellaneous >> Profit Share/Pension/401k >> Additional Bonus >> >> If you are honest with the above figures, you come out at a cost that is >> almost always twice the pay rate. >> >> From: Matt Hoppes >> Sent: Sunday, March 25, 2018 5:03 PM >> To: af@afmug.com >> Subject: Re: [AFMUG] Serverplus >> >> How do you get that Chuck? >> >> Assuming taxes and all that? >> >>> On Mar 25, 2018, at 18:54, Chuck McCown <ch...@wbmfg.com> wrote: >>> >>> I just re-did my labor burden spreadsheet. Once again I proved to my self >>> that if you pay someone $15/hour it actually costs you $30. >>> >>> $400/week out of pocket expense means an effective pay rate of $5/hour. >>> >>> From: Mike Hammett >>> Sent: Sunday, March 25, 2018 4:47 PM >>> To: af@afmug.com >>> Subject: Re: [AFMUG] Serverplus >>> >>> 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. >>>>>>> >>>>> >>>>> >>> >>>
