Not legit support calls. No.
> On Apr 27, 2018, at 17:10, Mike Hammett <af...@ics-il.net> wrote: > > You get enough calls in a month to go over their monthly minimum? > > > > ----- > Mike Hammett > Intelligent Computing Solutions > > Midwest Internet Exchange > > The Brothers WISP > > > > > From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> > To: af@afmug.com > Sent: Friday, April 27, 2018 11:29:32 AM > Subject: Re: [AFMUG] After Hours Tech Support > > 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? >
