Large corporations I have worked for in the past have always put at least a 1.5x multiplier on employees. Many would do 2. I'm talking big companies like Flour, Lucent, and Agilent. You can bet they have that stuff down. If you think a $10/hr guy, for example, is only costing you $400/week, I think you are in for a surprise.
On Sun, Mar 25, 2018 at 8:59 PM, CBB - Jay Fuller <par...@cyberbroadband.net > wrote: > > I want to have a picnic > > > ----- Original Message ----- > *From:* Matt Hoppes <mattli...@rivervalleyinternet.net> > *To:* af@afmug.com > *Sent:* Sunday, March 25, 2018 6:25 PM > *Subject:* Re: [AFMUG] Serverplus > > 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 <http://www.ics-il.com/> > <https://www.facebook.com/ICSIL> > <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> > <https://www.linkedin.com/company/intelligent-computing-solutions> > <https://twitter.com/ICSIL> > Midwest Internet Exchange <http://www.midwest-ix.com/> > <https://www.facebook.com/mdwestix> > <https://www.linkedin.com/company/midwest-internet-exchange> > <https://twitter.com/mdwestix> > The Brothers WISP <http://www.thebrotherswisp.com/> > <https://www.facebook.com/thebrotherswisp> > > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> > ------------------------------ > *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 <mattlists@ > 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 <mattlists@ >>> 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" <mattlists@ >>>> 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 <801.426.8283%2C%20ext%20102> >>>>> >>>>> <image001.png> <http://www.serverplus.com/> >>>>> >>>>> [image: http://i.imgur.com/VOz763A.png] >>>>> >>>>> [image: http://i.imgur.com/xvQYYWa.png] >>>>> <https://www.facebook.com/ServerPlus365/> >>>>> >>>>> [image: http://i.imgur.com/ELG0AB1.png] >>>>> <https://twitter.com/RealServerPlus> >>>>> >>>>> <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. >>>>> >>>>> >>> >> > >
