I mean. Yes. And in that case it’s much cheaper to go SP. But the way I looked at it. I pulled outsourced sales in that was costing me about $250-$400/month. Didn’t do SP.
So now I have about $800/month to work with. I hired someone who does all that and is a another set of hands on the field and the office. > On Mar 25, 2018, at 19:35, Chuck McCown <[email protected]> wrote: > > 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 <[email protected]> >> 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 <[email protected]> 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: [email protected] >>> Subject: Re: [AFMUG] Serverplus >>> >>> How do you get that Chuck? >>> >>> Assuming taxes and all that? >>> >>>> On Mar 25, 2018, at 18:54, Chuck McCown <[email protected]> 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: [email protected] >>>> 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" <[email protected]> >>>> To: [email protected] >>>> 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 <[email protected]> wrote: >>>> >>>> How much were you planning on paying serverplus? >>>> >>>>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes >>>>> <[email protected]> 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 <[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. >>>>>>>> >>>>>> >>>>>> >>>> >>>>
