I want to know where you're finding people that are worth employing for 400/mo.
Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes < [email protected]> wrote: > You're missing my point. > > Support calls are maybe 2-4 a week. > > But there are minimums with SP. Plus there are the calls that are > mis-directed that I would end up paying for, or "Is Matt there?". > > BUT... by bringing my sales in-house ($300-$400/month) plus the support > (around the same amount) I'm now part way to just hiring someone -- who I > can now use for other things. > > On 3/26/18 10:15 AM, Josh Luthman wrote: > >> Sounds like you have too many support calls. I couldn't possibly hire >> someone 40 hours a week at minimum wage and get close to my per call cost >> with ServerPlus... >> >> >> Josh Luthman >> Office: 937-552-2340 >> Direct: 937-552-2343 >> 1100 Wayne St >> Suite 1337 >> Troy, OH 45373 >> >> On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes < >> [email protected] <mailto:mattlists@rivervalleyi >> nternet.net>> 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] >> <mailto:[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] >>> <mailto:[email protected]>> wrote: >>> >>> https://www.youtube.com/watch?v=GyJXDdlD4jQ >>> <https://www.youtube.com/watch?v=GyJXDdlD4jQ> >>> >>> "IN-DE GO" :) >>> >>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes >>> <[email protected] >>> <mailto:[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] <mailto:[email protected]>> wrote: >>> >>> That's how it's pronounced... >>>> >>>> Maybe a regional thing? >>>> >>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" >>>> <[email protected] >>>> <mailto:[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] <mailto:[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] >>>>> <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.____ >>>>> >>>>> >>> >>
