Arab
Mobile
just to name a few...
----- Original Message -----
*From:* Josh Luthman <mailto:j...@imaginenetworksllc.com>
*To:* af@afmug.com <mailto:af@afmug.com>
*Sent:* Monday, March 26, 2018 9:17 AM
*Subject:* Re: [AFMUG] Serverplus
Here in Ohio it's very easy to know you're not from this neck of
the woods (probably western third of the state)...
It's Russia, not Russia.
It's Piqua, not Piqua.
It's Houston, not Houston.
It's Rio Grande, not Rio Grande.
Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373
On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller
<par...@cyberbroadband.net <mailto:par...@cyberbroadband.net>>
wrote:
I would certainly disagree with that. If someone does not
know how to pronounce our community names it would 100% tick
me off and clue me into knowing whomever I'm talking to is not
here...
----- Original Message -----
*From:* Lewis Bergman <mailto:lewis.berg...@gmail.com>
*To:* af@afmug.com <mailto:af@afmug.com>
*Sent:* Sunday, March 25, 2018 5:32 AM
*Subject:* Re: [AFMUG] Serverplus
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:
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:
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.
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