I'm not Direct TV and don't want to be compared to them. Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373
On Jul 11, 2017 10:43 PM, "Darin Steffl" <[email protected]> wrote: > I am happy what we pay with the average hold times averaging 1-2 minutes. > Our residential subs don't need hold times any shorter than that for after > hours support. Compared to our other WISP's, we're the only one that offers > 24/7 support anyway so we're already ahead of the competition there. > > I know when I call DirecTV or Verizon, Centurylink, I almost always wait > at least 3-5 minutes before I get a rep. Not always but usually. > > On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman <[email protected] > > wrote: > >> I would pay 30% more from my current rates to reduce it to sub 30 seconds. >> >> Josh Luthman >> Office: 937-552-2340 <(937)%20552-2340> >> Direct: 937-552-2343 <(937)%20552-2343> >> 1100 Wayne St >> Suite 1337 >> Troy, OH 45373 >> >> On Jul 11, 2017 6:36 PM, "Chuck McCown" <[email protected]> wrote: >> >> I am in the camp of “screw em”, let them hold or else they can call us in >> the morning. >> >> I would probably feel different if you were the first point of contact >> for all calls. >> >> But we take our calls directly during most waking & working hours. >> >> *From:* Layne Sisk >> *Sent:* Tuesday, July 11, 2017 4:30 PM >> *To:* [email protected] >> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT >> >> >> So Steve, I am not sure I fully understand the questions you are posing >> here, but I believe it is a simple integration issue that we can resolve >> easily. Since you have been live with us less than 2 weeks I am sure it >> is simply a setting that can be adjusted. I will email you off-list so we >> can set up a call to address the concerns. >> >> >> >> To address the comments mentioned by some others in the thread: >> >> >> >> 1. We do not route calls overseas unless it has been authorized by >> the ISP. The exception mentioned on the list here is that if and ISP has >> a >> complete outage and has 50-100 calls drop into queue before the outage is >> identified we may use the overseas agents to simply pick up the call and >> confirm to the customer there is an outage. Once the outage is identified >> we put a message up on the phone system to stop the influx of calls. >> Jeremy if that was a deal breaker for you we would certainly have looked >> for an alternative, sorry that created a problem. For us it is a balance >> to make sure that one ISPs outage does not create long hold times for all >> other clients. >> >> >> >> 1. Our average hold time is typically between 1 and 2 minutes. For >> example today it is 1:33. Month to date it is approx. 1:28. It is >> certainly possible to shorten that time, but not while maintaining our >> standard pricing structure. It is a balance between cost and service, >> much >> in the same way that a WISP can usually provide more bandwidth but the >> balance between cost and speed has to be considered. >> >> >> >> 1. We definitely do not have a mandatory hold time, only an average >> which we are always working to decrease, most customers calls are answered >> within seconds. >> >> >> >> I would pose a question to the group, would you be willing to pay say 30% >> more for the service, if the hold times dropped by 30 seconds? Most people >> I have spoken with have said no, but it was admittedly a small sample >> size. We have considered a scaled pricing model with a hold time SLA of < >> 3 min, < 2 min, < 1 min. What are your thoughts? >> >> >> >> Layne Sisk >> >> ServerPlus >> >> 801.426.8283, ext 102 <801.426.8283%2C%20ext%20102> >> >> [image: New logo xl] <http://www.serverplus.com/> >> >> [image: http://i.imgur.com/VOz763A.png] >> >> [image: http://i.imgur.com/xvQYYWa.png] >> <https://www.facebook.com/ServerPlus365/> >> >> [image: http://i.imgur.com/ELG0AB1.png] >> <https://twitter.com/RealServerPlus> >> >> [image: Utah 100] [image: fast50-01][image: Inc 5000] >> >> >> >> *From:* Af [mailto:[email protected]] *On Behalf Of *Steve Jones >> *Sent:* Monday, July 10, 2017 9:49 PM >> *To:* [email protected] >> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT >> >> >> >> 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. >> >> >> >> >> > > > -- > Darin Steffl > Minnesota WiFi > www.mnwifi.com > 507-634-WiFi > <http://www.facebook.com/minnesotawifi> Like us on Facebook > <http://www.facebook.com/minnesotawifi> >
