Re: [AFMUG] Call center pricing

Thu, 04 Feb 2016 06:59:26 -0800

I really don't disagree. Even if they can't do as much as our own staff can, it's better to have them than not. 

On 2/4/2016 9:47 AM, Josh Reynolds wrote:


As a counter to this.,


We provided ygtx with read only access to aircontrol. This let them do 
things like log into radios (read-only) and check stats, and also run 
speed tests. We gave them a troubleshooting flow chart. Our calls to 
higher level staff went down 90%. Customers call that number day and 
night.



It let our higher techs and management spend more time on technical 
infrastructure design and troubleshooting, intercompany issues, 
marketing, new product research, etc.


Would never ever go back to not using a call center.


On Feb 4, 2016 8:39 AM, "Adam Moffett" <[email protected] 
<mailto:[email protected]>> wrote:


    A call center will never be as good at tech support as your own
    staff will be. They can help people reboot, and they can follow
    whatever troubleshooting steps you give them to follow.  They can
    do basic billing and sales stuff as long as you give them the
    information they need to do that.  You can't expect them to figure
    out anything that would require knowledge of your network, and to
    be frank I would try to keep your expectations as low as
    possible.  Write them a troubleshooting guide as if you were
    writing it for an idiot.....be specific and clear and provide
    pictures.

    Also, if you have any high value business accounts, make sure to
    account for that somehow.  Your enterprise customers will get
    riled up if the call center tries to walk them through rebooting
    their equipment, which happens to be a licensed backhaul and Cisco
    router.  Even more so once they figure out that the only thing the
    call center can do for them is open a ticket that you won't see
    until the morning. One way to address that is make the first step
    in the troubleshooting guide: "look at one of their monthly
    invoices, if it's greater than $500 then stop here and call our
    cell phones until we wake up".

    All that said, it's better to have a warm body on the phone who
    can shield you from dumb problems.  If nothing else, pay them per
    incident and only send them the overnight calls.


    On 2/4/2016 12:23 AM, That One Guy /sarcasm wrote:

    interesting, i anticipated lower level tech, more sales. sounds
    even better with actual tech support

    On Wed, Feb 3, 2016 at 11:16 PM, Ken Hohhof <[email protected]
    <mailto:[email protected]>> wrote:

        I’m trying to imagine having the phones covered 24/7 for
        awhile and then taking it away after the night owls and
        lonely hearts get used to being able to call in the middle of
        the night.  Call center support must be a one-way street, you
        can’t go back.
        Because customers can accept being treated like dirt, but
        don’t ever give them something nice and then try to take it back.
        *From:* Jeremy <mailto:[email protected]>
        *Sent:* Wednesday, February 03, 2016 10:54 PM
        *To:* [email protected] <mailto:[email protected]>
        *Subject:* Re: [AFMUG] Call center pricing
        Yep, $24K a year.  They will do some basic sales, but you
        have to realize that these are tech support guys...they
        aren't really salesmen. They are willing to answer some
        questions, and will schedule an install when someone calls in
        and says "I want to be installed on X day"...but when the
        customer needs to 'be sold' don't expect any big numbers.
        Still, when you add it up.  1,000 customers at $2,000 a
        month...you will never hire ONE employee at minimum wage to
        answer your calls at that rate.  Not to mention that employee
        will only work 8 hours a day.  This route, you end up with a
        call center that has 15 or 20 techs that can take calls
        simultaneously, and it runs 24 hours.  If you can't tell I've
        already sold myself and am working on switching right now.
        On Wed, Feb 3, 2016 at 9:11 PM, That One Guy /sarcasm
        <[email protected]
        <mailto:[email protected]>> wrote:

            so for 1k customers youd be looking at 24k per year?
            whats a 2 dollar service get you? basic tier 1 tech
            support (powercycle and a ticket)? basic billing stuff,
            take payments under specific circumstance, and a ticket?
            Presales info?
            On Wed, Feb 3, 2016 at 10:08 PM, Jeremy
            <[email protected] <mailto:[email protected]>>
            wrote:

                $2.00 per customer per month.
                On Wed, Feb 3, 2016 at 8:28 PM, That One Guy /sarcasm
                <[email protected]
                <mailto:[email protected]>> wrote:

                    what kind of dough gets paid for call centers
                    capable of answering our industries phones?

                    -- 
                    If you only see yourself as part of the team but

                    you don't see your team as part of yourself you
                    have already failed as part of the team.




            -- 
            If you only see yourself as part of the team but you

            don't see your team as part of yourself you have already
            failed as part of the team.





    -- 
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