Our call menu separates the departments out so only tech support is
automatically directed to SP if we have no agents logged in. Sure, if a
caller does go through the tech support options and SP takes the call
there is a call charge. It has not been a problem at call. What happens
is all dependent on your decision tree you build with them. SP can take
the call info, payment info, etc and do whatever you want them to do. I
have no knowledge of GTC or others, but I'm sure they can do the same.
At this point, we have SP escalate any that they cannot close as resolved.
Leroy
On 4/27/2018 4:01 PM, Matt Hoppes wrote:
Not arguing... asking....
How do you handle the customers that just mash buttons?
I just walked to take trash out of the office and the phone rings
"Tech Support", I answer it and it's someone wanting to get service.
I have no idea why he chose Support. Maybe he just thought he could
get some technical questions answered there better, maybe no one
picked up the sales line.
These are the issues (amongst a few others) that keep me from ever
outsourcing.
I don't want a customer to have to be transferred to be helped, and I
don't want to pay the per call fee to someone like SP or GTC for a
billing or sales call.
On 4/27/18 3:58 PM, Leroy Koglin wrote:
If you want to outsource calls we are very happy with ServerPlus. Any
escalations are handled by our techs. After hours and weekends are
on-call schedules for our techs. We pay an on-call stipend for them
to be available plus their hourly rate for any work performed. We use
our same tech's that work during the week so weekend working from
home usually gets them a little overtime.
Leroy
On 4/25/2018 7:39 PM, Matt wrote:
How or what do you pay an employee to either answer phone calls or
return voicemails after hours or on weekends?
