I really like GTC. They took some training, but have great folks. On Jul 11, 2017 8:40 AM, "Jeremy" <[email protected]> wrote:
> We went with GTC instead, primarily due to hold times and the fact that S+ > routes calls overseas during overflow. We have an out in our contract if > hold times ever exceed a set average, or if they ever route our calls > outside the states or to any third party. We also use Powercode and have > been extremely pleased with them, but every call center will require > training to get them to do things the way that you want. I think how they > adapt to your wants and needs over time is the real indicator of how they > are as a customer service entity. Ticketing is one of the big training > items that will differ with every ISP. (ie; when to open tickets, when to > close tickets, when they should have resolved something on the phone > instead of opening a ticket, etc.) Scheduling is the other thing that we > likely all do a bit differently. I'd say give it time, and work with them > to fine tune it to your way of doing things. If they do not adapt well, I > know another company that does.... > > On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <[email protected] > > wrote: > >> I really don't follow much of your line of thinking here. Can you be more >> clear about what your trying to accomplish or what the problem is? >> >> We use powercode and enjoy it. Are looking at server plus but haven't >> switched yet. >> >> >> On Jul 10, 2017 10:48 PM, "Steve Jones" <[email protected]> >> wrote: >> >>> I also meant offlist, not OT >>> >>> On Jul 10, 2017 10:31 PM, "Steve Jones" <[email protected]> >>> wrote: >>> >>>> Oh yeah, the powercode ticket vs the email ticket formatting is night >>>> and day awful, why bother with an api if you cant actually tell what the >>>> heck is happening. ... and the api generated ticket cant be reassigned for >>>> the customer, though i believe thats a powercode issue... and given the >>>> "new" powercode, i dont see that getting fixed....simon... simon, where are >>>> you? >>>> >>>> On Jul 10, 2017 10:27 PM, "Steve Jones" <[email protected]> >>>> wrote: >>>> >>>> Im not sure how they pay, but it looks alot like when we used to >>>> comission new sales, a new account for each call based on who answered the >>>> phone.... if thats tje case, comission calls, then why bother >>>> >>>> Ive seen multiple existing tickets restarted... bad juju on that. >>>> >>>> >>>> Anybody know if they actually look at existing tickets? >>>> >>>> Closing and resolving unresolved issues is bad business for me too. >>>> >>>> >>>> Im thinking its just a matter of getiing on the same page, but if >>>> others have had similar issues and found workarounds ... or walked away, >>>> please let me know. >>>> >>>> Serverplus was not my first choice for an outsourced it, so i may be >>>> jaded. >>>> >>>> On Jul 10, 2017 10:13 PM, "Steve Jones" <[email protected]> >>>> wrote: >>>> >>>>> Not impressed, a short time in, by any means. Serverplus guys, no >>>>> offense, i need info to make this work outside a retention response. I >>>>> know >>>>> luthman uses them, but anyone else with powercode, please OT me so i can >>>>> find out whats broke on our side before i have the boss talk. >>>>> >>>> >>>> >
