So your issue still is you are seeing more names on tickets and you think thats a bad thing? Have you contacted them directly about your concerns?
Justin Wilson j...@mtin.net www.mtin.net www.midwest-ix.com > On Mar 11, 2018, at 3:36 AM, Steve Jones <thatoneguyst...@gmail.com> wrote: > > Without being "that guy" id rather get some general answers on the original > question. I have no issue going i to further detail outside the public eye, > just looking to see whether its an inward or outward problem that needs > addressed. My only issue here is rhe same as its always been, layne never > lets it fester before he addresses it. Pretty obvious hes not been a field > tech with a splinter. > > On Mar 10, 2018 10:26 PM, "Chuck McCown" <ch...@wbmfg.com > <mailto:ch...@wbmfg.com>> wrote: > Curious as to what kind of issues you are seeing. > > From: Steve Jones <> > Sent: Saturday, March 10, 2018 9:14 PM > To: af@afmug.com <> > Subject: Re: [AFMUG] Serverplus > > Yeah. This one isnt a complaint so much as curious if others are seeing the > same issues we are seeing. If theyre not, then its probably more a me issue > than a them issue. The current set of issues however are impacting relations > with our customers. I reach out here over places like the facebook wisp > groups because here gives good input, there just starts lynchmobs. > > On Mar 10, 2018 7:30 PM, "Adair Winter" <ada...@amarillowireless.net <>> > wrote: > Weren't you complaining about serverplus a few months ago also? > > On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones <thatoneguyst...@gmail.com <>> > wrote: > DTs, like railroad tracks are great when theyre followed, thats very true. > Very true. > > > On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com <>> wrote: > I would add that Layne’s service is only as good as the decision tree that > you provide to him. The more detailed DT, the better the service will be. > > From: Layne Sisk <> > Sent: Saturday, March 10, 2018 10:48 AM > To: af@afmug.com <> > Subject: Re: [AFMUG] Serverplus > > I would like to share some solid stats with the group. Please see those > below. The comment about a decline is hard to address without looking at > stats. Kind of like the user that calls you and vaguely says “My internet > seems slow” when you have stats that show they are getting more than they are > paying for. We have hired a number of new people recently because we have > grown and have added a new office but as Justin said this is a slow time of > the year so we also took advantage of this time to get rid of some of our > weaker performers. Here are the company wide stats for the past week with > some comments about them, I would stack these up against any call center in > the world. Sorry if I come on strong, but as you all know this is my baby > and I care a lot about it just like you do about your networks. I know we > are not perfect, out of 6000 calls I am sure we made a mistake or two and I > am happy to address any individual issue directly, but I am pretty proud of > what we do. > > > > > > OFFICE STATS > > > > > > SP > > GOAL > > Comment > > AVERAGE TALK TIME > > > > > > 0:11:05 > > 0:10:00 > > Down from over 13 min 2 months ago > > TOTAL TALK TIME VS SCHEDULED > > > > > > 69.94% > > 80% > > This is agent utilization > > SURVEY SCORE > > > > > > 91.66% > > 95% > > 91.66% of callers would recommend the service That is a number any company > would kill for > > SURVEY TAKEN > > > > > > 20.57% > > 20% > > A full 20% of callers responded to our survey, that number is unheard of > > TECH ESCALATION > > > > > > 39.31% > > 20% > > Higher escalation percentage this week because of the storms and significant > network outages > > ESCALATION APPROVAL TIME > > > > > > 0:11:47 > > 0:10:00 > > Down from over 30 min 4 months ago > > QA SCORE > > > > > > 92.05% > > 95% > > Happy to share our QA form with anyone who would like to see it > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > COMPANY STATS > > > > > > SP > > GOAL > > > > > > > > > > > > > > > > CALL WAIT TIME > > > > > > 0:01:52 > > 2:00 > > Less than 2 min wait time even though our SLA is less than 3 > > BILLABLE CALLS > > > > > > 6112 > > 10,000 > > Reflection of the slow season > > > > > > > > > > > > > > ABANDONED TIME > > > > > > 0.37 > > 2:00 > > Outage recordings cause people to hang up once they hear the recording > > > > > > > > > > > > > > > > > > > > > > > > > > CALLS TAKEN PER HOUR > > > > > > 4.10 > > 5.45 > > This is calls answered per worked hour > > > > > > > > > > > > > > > > > > Layne Sisk > > ServerPlus > > 801.426.8283, ext 102 <tel:801.426.8283%2C%20ext%20102> > <image001.png> <http://www.serverplus.com/> > > <https://www.facebook.com/ServerPlus365/> > <https://twitter.com/RealServerPlus> > <image002.jpg> <image003.png><image004.jpg> > > > > From: Af [mailto:af-boun...@afmug.com <>] On Behalf Of Steve Jones > Sent: Friday, March 09, 2018 10:30 PM > To: af@afmug.com <> > Subject: [AFMUG] Serverplus > > > > Has anyone noted a consistent decline in quality with these guys, and a large > number of different tech names in their tickets? > > Its almost looking like they outsourced their outsourcing. > > > > > > -- > Adair Winter > VP, Network Operations / Co-Owner > Amarillo Wireless | 806.316.5071 <tel:(806)%20316-5071> > C: 806.231.7180 <tel:(806)%20231-7180> > http://www.amarillowireless.net <http://www.amarillowireless.net/> > <http://www.amarillowireless.net/> > > > >
