Our experience with YGTC was very flexible, and doesn't sound at all like what you experienced with $company. On Feb 4, 2016 2:21 PM, "Sam Kirsch" <[email protected]> wrote:
> This may just be unique to us, but we moved from the 24/7 outsourced > coverage to in house support that is not 24/7 and we have not gotten too > many complaints. The basic support center did so little, that, we > typically were following up on most critical tickets within 2 hours > anyways. So, now we just have people leave us voicemail or e-mail and we > get back to them. There are definitely some aggravations that come with > dealing with an outsourced company; > > I don't have to wait for some supervisor at the Call Center to escalate > tickets, which usually adds 30m-2h before I get to see an escalated ticket > for a critical issue. Again, I've already paid for the ticket at this > point, I want to see it immediately! > > I don't have to worry about my request being honored in a timely manner, > or at all if they go against some corporate policy decided by some crazed > adherence to metrics. *I* don't care how many tickets they 'closed' for > us, I wanted to see every ticket posted as an escalation. Could never get > that to happen. As we were paying the same amount for those tickets no > matter the resolution, this is one of those things that got my blood > boiling. > > > Overall I think our customers are a lot happier. We've also been putting > a tremendous amount of work into streamlining our network, so, the call > volume has been going down quite a bit too. > > The surprising thing is that regardless of how many prompts there are, > some people just don't understand what's going on when the voicemail box > picks up. Even then, though, we can usually identify the caller via CID > info and get back to them. > > Trust me, I was scared as hell, because we really only have 2 people who > do Sales/Support/Billing, and one additional Billing person. I thought it > would be a gigantic disaster and it has been going really well so far. But > I imagine this could very well be a unique situation, and not the norm. > > Regards, > > > *-- Samuel Kirsch, Network SupportPlexicomm - Internet Solutions | > www.plexicomm.net <http://www.plexicomm.net>* > *Office: 1.866.759.4678 x109 <1.866.759.4678%20x109> | Fax: 1.866.852.4688 > <1.866.852.4688>* > *Emergency Support: 1.866.759.9713 <1.866.759.9713> | [email protected] > <[email protected]>* > > > > ------ Original Message ------ > From: "Ken Hohhof" <[email protected]> > To: [email protected] > Sent: 2/4/2016 12:16:30 AM > Subject: Re: [AFMUG] Call center pricing > > > 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 <[email protected]> > *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. >> > > >
