I have 2 of them from Utah. Juab- in Utah it is Jew-ab Tooele- in Utah it is To-ill-a
Layne Sisk ServerPlus 801.426.8283, ext 102 -----Original Message----- From: Af <[email protected]> On Behalf Of Jay Weekley Sent: Wednesday, March 28, 2018 12:50 PM To: [email protected] Subject: Re: [AFMUG] Serverplus It's a real town in Alabama by the way. Jay Weekley wrote: > Anyone want to guess how you pronounce Ewtah? > > CBB - Jay Fuller wrote: >> Arab >> Mobile >> just to name a few... >> >> ----- Original Message ----- >> *From:* Josh Luthman <mailto:[email protected]> >> *To:* [email protected] <mailto:[email protected]> >> *Sent:* Monday, March 26, 2018 9:17 AM >> *Subject:* Re: [AFMUG] Serverplus >> >> Here in Ohio it's very easy to know you're not from this neck of >> the woods (probably western third of the state)... >> >> It's Russia, not Russia. >> It's Piqua, not Piqua. >> It's Houston, not Houston. >> It's Rio Grande, not Rio Grande. >> >> >> Josh Luthman >> Office: 937-552-2340 >> Direct: 937-552-2343 >> 1100 Wayne St >> Suite 1337 >> Troy, OH 45373 >> >> On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller >> <[email protected] <mailto:[email protected]>> >> wrote: >> >> I would certainly disagree with that. If someone does not >> know how to pronounce our community names it would 100% tick >> me off and clue me into knowing whomever I'm talking to is not >> here... >> >> ----- Original Message ----- >> *From:* Lewis Bergman <mailto:[email protected]> >> *To:* [email protected] <mailto:[email protected]> >> *Sent:* Sunday, March 25, 2018 5:32 AM >> *Subject:* Re: [AFMUG] Serverplus >> >> 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. >>>> >> >> >> >> <http://www.avg.com/email-signature?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=emailclient> >> >> Virus-free. www.avg.com >> <http://www.avg.com/email-signature?utm_medium=email&utm_source=link&; >> utm_campaign=sig-email&utm_content=emailclient> >> >> >> <#DAB4FAD8-2DD7-40BB-A1B8-4E2AA1F9FDF2> > > > --- > This email has been checked for viruses by AVG. > http://www.avg.com > >
