You're still reading this wrong.
-----
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: *"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
<mailto: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:
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 <tel:937-552-2340>
Direct: 937-552-2343 <tel: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>
<mailto: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>
<mailto:lewis.berg...@gmail.com
<mailto: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 <mailto:j...@kyneticwifi.com>
<mailto: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>
<mailto: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> <mailto:j...@kyneticwifi.com
<mailto: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
<mailto:mattli...@rivervalleyinternet.net>
<mailto: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>
<mailto:sterl...@avative.net <mailto: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
<mailto:af-boun...@afmug.com>
<mailto:af-boun...@afmug.com
<mailto:af-boun...@afmug.com>>> *On Behalf Of
*ch...@wbmfg.com
<mailto:ch...@wbmfg.com> <mailto:ch...@wbmfg.com
<mailto:ch...@wbmfg.com>>
*Sent:* Saturday, March 10, 2018
11:25 AM
*To:* af@afmug.com
<mailto:af@afmug.com> <mailto: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> <mailto: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>
<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
<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> <mailto: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.____
