Depending on call volume somewhere on the neighborhood of $250-$400/month.
That pays a weeks wage for an employee who can now also do other things. > On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote: > > 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> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> <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. >>>>>>>> >>>>
