They sometimes have questions unrelated to my service. No way I’m paying a call center somewhere for that.
That was one of my biggest issues with out sourcing. However, for example, we had a guy call the customer service line last night at 8:30. Didn’t leave a message. Called right back and chose support. I didn’t answer it. Left a message saying he was moving and wanted to schedule the move. Customer service closed at 6. Support is open until 9. The button mashers will drive you broke. And if the customer had a question unrelated to my service I definitely don’t want to pay someone to take the call. If the issue is a major down - we know about it from alarming 24x7. Our voicemail includes instructions on how to power cycle. Anything else - customer is paying for residential services. They can leave a message. Some don’t. That shows the issue wasn’t even really important to them. And they never call back either. They either figured it out, or it became irrelevant. I’ve thought (though won’t) about routing all support calls to voicemail to weed out the non important calls. And as I’ve talked about in other threads - I used the several hundred I would have paid outsourced and hired an employee. Now during the day I have my own level1 support person who also doubles as billing, sales, office staff, Tower hand, and part time installer. > On Apr 25, 2018, at 23:41, Steve Jones <thatoneguyst...@gmail.com> wrote: > > Odd your customers never have questions unrelated to your service hoppes. > > Anyhow in real life, what alternatives are there to serverplus that are > similar in scope and cost? Funny this thread showed up considering was coming > here to ask the specific question. > > OP, if youre looking for some input on certain outsourced callcenter, i have > some offlist advice. > > >> On Wed, Apr 25, 2018, 7:21 PM Matt Hoppes >> <mattli...@rivervalleyinternet.net> wrote: >> We don’t. We keep the network and customers running well enough there really >> aren’t many support calls in general - let alone at night. >> >> > On Apr 25, 2018, at 19:39, Matt <matt.mailingli...@gmail.com> wrote: >> > >> > How or what do you pay an employee to either answer phone calls or >> > return voicemails after hours or on weekends?
