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]
<mailto:[email protected]>> *On Behalf Of
*[email protected] <mailto:[email protected]>
*Sent:* Saturday, March 10, 2018 11:25 AM
*To:* [email protected] <mailto:[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] <mailto:[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
<tel:801.426.8283%2C%20ext%20102>____
<image001.png> <http://www.serverplus.com/>____
http://i.imgur.com/VOz763A.png____
http://i.imgur.com/xvQYYWa.png
<https://www.facebook.com/ServerPlus365/>____
http://i.imgur.com/ELG0AB1.png
<https://twitter.com/RealServerPlus>____
<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] <mailto:[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.____
