-----Original Message-----
Behalf Of Rick Smith
Sent: Monday, April 10, 2006 9:27 AM
To: WISPA General List
Subject: Re: [WISPA] Tech Support Call Center Interest ?

I'll give you that, but when someone responds to my query for input with
a "forget them, we do it better / cheaper and there's no reason for any
other call centers", I take offense..

Ah well, that's business, but I sure would've liked this thread to be a
little more conversational...


Rick Harnish wrote:
> Rick,
> Please take no offense to this reply.  I haven't really been following

> this thread until your last one and I read it because I enjoy reading 
> your posts.
> I reviewed your first post and the thread that followed.  You did ask 
> for input in your first post.
> "Any input ?"
> We do live in a free market economy and if someone is already doing 
> this cheaper than what your business plan is set for, is it totally 
> wrong for them to point it out?  Does that mean that you can't "do it 
> better" at a higher price?  As pointed out in other threads recently, 
> cheaper is not normally better.  If you are looking at a new business 
> venture, your research should generate an awareness of what other 
> businesses are charging and what kind of service that price includes.

> If you think you can go head to head and garner a market niche of 
> WISPs as a WISPA member, then I think you should give it a whirl.  As 
> far as I know, Ron Johnson is not a paid WISPA member.  If I were to 
> choose a company as a wireless support center, I would definitely 
> weigh WISPA membership and experience heavily when making my decision.
> Maybe I am reading Ron's post in a different light than you are but I 
> didn't really see any strong attack on your post.  He merely pointed 
> out that he is in the business to do this and he is cheaper.  That in 
> no way means the other members of this list are going to flock to him
for a solution.
> I'm sure I will draw criticism from some whichever side of the fence I

> take here.  I think it is a good topic to discuss and for that reason,

> I will allow the thread to continue.  I personally will find it 
> interesting to know what it takes to run a call center.
> Respectfully,
> Rick Harnish
> President
> OnlyInternet Broadband & Wireless, Inc.
> 260-827-2482 Office
> 260-307-4000 Cell
> 260-918-4340 VoIP
> -----Original Message-----
> On Behalf Of Rick Smith
> Sent: Monday, April 10, 2006 8:52 AM
> Subject: Re: [WISPA] Tech Support Call Center Interest ?
> Ya know Ron, that was uncalled for.
> Wow, ripped apart on-list.  Great atmosphere for getting some feedback

> on a business idea.
> Never again.
> Hey Harnish, how about that ?   Argh.
> Ron Johnson wrote:
>> Guys
>> We have been support ISPs for over 10 years. Dialup, Cable, DSL, or 
>> wireless. Yes it can get complicated. But then again it is our 
>> business to know how to get the job done.
>> Give me a call if we can help you with your Tech support and Customer

>> service calls
>> O BTW we price ours at a much better rate that these guys you are 
>> talking about.
>> Ron Johnson
>> President
>> National Support Center Inc.
>> 800-203-7961
>> -----Original Message-----
>> On Behalf Of Mark Nash
>> Sent: Saturday, April 08, 2006 6:53 PM
>> To: WISPA General List
>> Subject: Re: [WISPA] Tech Support Call Center Interest ?
>> Google GTC tech support. They are reasonable.  Level 1 and level 2 
>> techs allow them to get their costs down.  If you have something 
>> specifically for wisps that would be more valuable.
>> But there is a lot involved in doing this on. As a new customer of 
>> yours, I would expect you to familiarize your techs with my way of 
>> doing things so you can be useful for my customers when they call.
>> My business partner owns a call center and we have looked at doing 
>> this a little without much interest in taking the plunge to do it.
>> GTC had a hefty startup fee (I think it was $5k) to have one of their

>> managers get familiar with my system and develop training for their 
>> L1 & L2 techs.  Then they took the number of subscribers we had and 
>> made the base monthly fee ($1 x # of subs).  That gives you (1 minute

>> x # of subs) of 'tech time' per month.  Any overage would be about 
>> $.60 per minute for that month.
>> Not a bad deal.  I didn't feel that the diversity of my system lent 
>> itself well to a 3rd party tech support at the time, and since then 
>> everything I have chosen to deploy has had a consideration given to 
>> 'Call Center Tech Support'.  Whether we do the tech support or not, 
>> it is worth it to spend time and money to streamline tech support 
>> methods so we can hire support personnel that are further down on the

>> food chain.
>> Mark
>> -----Original Message-----
>> From: Rick Smith <[EMAIL PROTECTED]>
>> Date: Sat, 08 Apr 2006 18:04:12
>> To:WISPA General List <>
>> Subject: [WISPA] Tech Support Call Center Interest ?
>> I have a customer that just installed a $100k phone system and is 
>> lookin
>> for other uses.
>> Having experience in both call center mangement and tech support 
>> department creation / operations and management, I've got half a mind

>> to sit a couple of technical people down and start up a technical 
>> support call center and answering service, with WISPs and ISPs in 
>> mind...
>> I've seen outrageous prices for this service, when lookin for my own
>> business,
>> and could probably beat a lot of pricing out there just by leveraging
>> sister
>> company's purchase...
>> Any input ?  How much is too much when it comes to per call / per 
>> minute
>> charges, etc....
>> Feedback would be great, and WISPA members would get discounts for 
>> using
>> the service...
>> R
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