How much were you planning on paying serverplus? On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes <mattli...@rivervalleyinternet.net> wrote:
> Interesting point. We are at 1,000 subs I and I just did this economic > model. > > I don’t have 24x7 support. But do have 9-9. > > With a well running network support calls are near nothing. I took the > money I was going to pay SP and hired staff. Now I have people who do > phones and other things. > > On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote: > > I would say that if you want local pronunciations of words you should run > your open tech support. > > I don't think most people care. They are normally happy just to have > someone speak English that they can understand. Until you get about 8000 > subs I doubt you can do it anywhere close to the cost that Lane can. > > On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote: > >> https://www.youtube.com/watch?v=GyJXDdlD4jQ >> >> "IN-DE GO" :) >> >> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes < >> mattli...@rivervalleyinternet.net> wrote: >> >>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version >>> of the six fingered man. >>> >>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote: >>> >>> That's how it's pronounced... >>> >>> Maybe a regional thing? >>> >>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" < >>> mattli...@rivervalleyinternet.net> wrote: >>> >>>> GTC does this too. I don’t know why it’s so hard. >>>> >>>> The company I used to work for was “Indigo Wireless”. They always say >>>> In Dee Go. >>>> >>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> >>>> wrote: >>>> >>>> They are working well for us, and I have a horrible generic support DT, >>>> lol! >>>> >>>> >>>> >>>> I have had zero complaints from my customers so far this year, so I >>>> think they are doing well. >>>> >>>> >>>> >>>> The only feedback I’ve had is customers hear our company name >>>> pronounced five different ways, even though the DT instructs the proper >>>> pronunciation. >>>> >>>> >>>> >>>> But it’s a made-up name so my customer are always confused on >>>> pronunciation themselves. >>>> >>>> >>>> >>>> >>>> >>>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com >>>> *Sent:* Saturday, March 10, 2018 11:25 AM >>>> *To:* af@afmug.com >>>> *Subject:* Re: [AFMUG] Serverplus >>>> >>>> >>>> >>>> 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 >>>> >>>> <image001.png> <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> >>>> >>>> <image002.jpg> <image003.png><image004.jpg> >>>> >>>> >>>> >>>> *From:* Af [mailto:af-boun...@afmug.com <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. >>>> >>>> >>
