Embarrassing accidents have been known to happen. RIP David Carradine
On Thu, Feb 4, 2016 at 10:05 AM, That One Guy /sarcasm <[email protected]> wrote: > Problematic to address when problem staff have the same last name as owners > > Even more problematic when that environment generates an environment where > non similar monikers lack any accountability > > I could go on and on about this, but I still believe that if you bully > through and issue and drink heavy enough in your off hours you can find > solutions to fix things from the inside > > On Thu, Feb 4, 2016 at 9:46 AM, Josh Reynolds <[email protected]> wrote: >> >> My honest assessment of the problem you describe is that your $dayjob >> is hiring mongoloid windowlickers. >> >> I have neither the time to waste nor the crayons to explain shit to >> people like that. Either you carry your weight and earn $goodpay or >> you're simply a liability causing us to spend more money than you are >> generating for us. >> >> Sorry for the technical jargon, I'll try to keep it in layman's terms next >> time. >> >> On Thu, Feb 4, 2016 at 9:13 AM, That One Guy /sarcasm >> <[email protected]> wrote: >> > This is the exact problem I want to negate. >> > >> > Im currently rewriting yet another troubleshooting guide that no one >> > will >> > follow, (irritates me, I made a powercode specific one a few years ago >> > that >> > other powercode users liked, but it never even got handed to our in >> > house >> > staff) specifically because they have just enough knowledge of our >> > systems >> > to be idiots. They bypass power cycling because powercode shows the >> > radio in >> > bad status, only the reason its in bad status is because of something >> > dumb >> > like a 10mb ethernet connection, that the first step is what? >> > powercycling, >> > instead it becomes a ticket for "techs to look at" >> > >> > Or they tell the customer to power cycle with no instruction, i get on >> > and >> > the system has a 6 month uptime. >> > >> > We had an on staff customer service/tier 1 tech, dont know what the pay >> > was, >> > but it had to be minimum wage, that got us 8 hours 5 days of useless >> > support >> > and the inability to do the simplest of sales tasks like asking a >> > business >> > customer whether they need a static IP. The only loss to outsourcing is >> > theres not a guy you can have deliver parts somewhere. >> > >> > It pisses me off to come in to a bunch of open tickets that could have >> > been >> > handled up to a point of legitimate escalation in 3-10 minutes on the >> > phone. >> > >> > Its a good point though about the high tier customers being handled >> > delicately with a prompt escalation. >> > >> > On Thu, Feb 4, 2016 at 8:39 AM, Adam Moffett <[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]> 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 >> >>> Sent: Wednesday, February 03, 2016 10:54 PM >> >>> To: [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]> 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]> >> >>>> wrote: >> >>>>> >> >>>>> $2.00 per customer per month. >> >>>>> >> >>>>> On Wed, Feb 3, 2016 at 8:28 PM, That One Guy /sarcasm >> >>>>> <[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. >> >>> >> >>> >> >> >> >> >> >> >> >> >> >> -- >> >> 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. > > > > > -- > 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.
