but no 24x7 support. one thing ive never complained about with serverplus is there price
granted i vultured an employee to do it On Mon, Mar 26, 2018 at 12:56 PM, Matt Hoppes < mattli...@rivervalleyinternet.net> wrote: > YOU ARE MISSING THE POINT. > > No one is going to work for $400/month. But I put that $400 towards the > person's pay and now I have a person to do other things as well. > > On 3/26/18 1:47 PM, Josh Luthman wrote: > >> 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:mattlists@rivervalleyi >> nternet.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> >> <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%201 >> 02> >> <tel:801.426.8283%2C%20ext%201 >> 02>____ >> >> <image001.png> >> <http://www.serverplus.com/>____ >> >> http://i.imgur.com/VOz763A.png____ >> <http://i.imgur.com/VOz763A.png____> >> >> http://i.imgur.com/xvQYYWa.png >> < >> https://www.facebook.com/ServerPlus365/ >> <https://www.facebook.com/ServerPlus365/>>____ >> >> http://i.imgur.com/ELG0AB1.png >> <https://twitter.com/RealServerPlus >> <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.____ >> >> >> >> >>
