You're still reading this wrong.
----- Mike Hammett Intelligent Computing Solutions Midwest Internet Exchange The Brothers WISP ----- Original Message ----- From: "Josh Luthman" <j...@imaginenetworksllc.com> To: "Matt Hoppes" <mattli...@rivervalleyinternet.net> Cc: af@afmug.com Sent: Monday, March 26, 2018 12:48:18 PM Subject: Re: [AFMUG] Serverplus I want to know where you're finding people that are worth employing for 400/mo. Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes < mattli...@rivervalleyinternet.net > wrote: You're missing my point. Support calls are maybe 2-4 a week. But there are minimums with SP. Plus there are the calls that are mis-directed that I would end up paying for, or "Is Matt there?". BUT... by bringing my sales in-house ($300-$400/month) plus the support (around the same amount) I'm now part way to just hiring someone -- who I can now use for other things. On 3/26/18 10:15 AM, Josh Luthman wrote: <blockquote> Sounds like you have too many support calls. I couldn't possibly hire someone 40 hours a week at minimum wage and get close to my per call cost with ServerPlus... Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes < mattli...@rivervalleyinternet.net <mailto: 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 <mailto: lewis.berg...@gmail.com >> wrote: <blockquote> 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 <mailto: j...@kyneticwifi.com >> wrote: https://www.youtube.com/watch?v=GyJXDdlD4jQ < https://www.youtube.com/watch?v=GyJXDdlD4jQ > "IN-DE GO" :) On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes < mattli...@rivervalleyinternet.net <mailto: 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 <mailto: j...@kyneticwifi.com >> wrote: <blockquote> That's how it's pronounced... Maybe a regional thing? On Mar 11, 2018 2:02 PM, "Matt Hoppes" < mattli...@rivervalleyinternet.net <mailto: 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 <mailto: sterl...@avative.net >> wrote: <blockquote> 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 <mailto: af-boun...@afmug.com >> *On Behalf Of * ch...@wbmfg.com <mailto: ch...@wbmfg.com > *Sent:* Saturday, March 10, 2018 11:25 AM *To:* af@afmug.com <mailto: 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 <mailto: 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 <tel:801.426.8283%2C%20ext%20102>____ <image001.png> < http://www.serverplus.com/ >____ http://i.imgur.com/VOz763A.png____ http://i.imgur.com/xvQYYWa.png < https://www.facebook.com/ServerPlus365/ >____ 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 <mailto: 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.____ </blockquote> </blockquote> </blockquote> </blockquote>
