I agree with this statement. We've seen both (well running and NOT well
running)
3/25/2018 @ 8:42 pm :)
----- Original Message -----
From: Matt Hoppes
To: af@afmug.com
Sent: Sunday, March 25, 2018 3:44 PM
Subject: Re: [AFMUG] Serverplus
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.
