I just re-did my labor burden spreadsheet. Once again I proved to my self that if you pay someone $15/hour it actually costs you $30.
$400/week out of pocket expense means an effective pay rate of $5/hour. From: Mike Hammett Sent: Sunday, March 25, 2018 4:47 PM To: [email protected] Subject: Re: [AFMUG] Serverplus What kind of employee are you getting for $400/week? ----- Mike Hammett Intelligent Computing Solutions Midwest Internet Exchange The Brothers WISP -------------------------------------------------------------------------------- From: "Matt Hoppes" <[email protected]> To: [email protected] Sent: Sunday, March 25, 2018 5:46:00 PM Subject: Re: [AFMUG] Serverplus 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 <[email protected]> wrote: How much were you planning on paying serverplus? On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes <[email protected]> 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 <[email protected]> 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 <[email protected]> wrote: https://www.youtube.com/watch?v=GyJXDdlD4jQ "IN-DE GO" :) On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <[email protected]> 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 <[email protected]> wrote: That's how it's pronounced... Maybe a regional thing? On Mar 11, 2018 2:02 PM, "Matt Hoppes" <[email protected]> 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 <[email protected]> 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 <[email protected]> On Behalf Of [email protected] Sent: Saturday, March 10, 2018 11:25 AM To: [email protected] 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: [email protected] 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:[email protected]] On Behalf Of Steve Jones Sent: Friday, March 09, 2018 10:30 PM To: [email protected] 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.
