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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » A typical example
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Author Topic: A typical example  (Read 11136 times)
glloyd

Posts: 144

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« Reply #15 on: July 20, 2006, 01:04:37 pm »

It does not matter how good the agents are if there is not enough of them (which appears to be the case) then they are not going to be able to handle the work load. There also has to be some spare capicity for emergencies. They don't have to be full time C/S agents but others within PlusNet who are trained and can be called upon to man the phones when they are busy.

Regards

George
jelv1

Posts: 2130

« Reply #16 on: July 20, 2006, 01:21:25 pm »

The evidence I've seen is that are enough agents.

There is a backlog due to the volume of extra problems caused by MaxDSL upgrades. The size of the backlog is coming down, so there must be more than enough agents to handle the normal volumes of questions. We've also been told that around 40% of thge calls are to chase replies on open questions - remove the question backlog and the volume of calls goes down by 40%.

jelv
ianwild

Posts: 3979


Not to be confused with Mike, Wildmind.

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« Reply #17 on: July 21, 2006, 04:20:17 pm »

That's the plan John!

We are recruiting, sure, and it's right to say we need the cover for some types of emergencies. First and foremost comes skill and quality though, in terms of solving the remaining backlogs we have and going forwards answering calls and tickets in a timely fashion. We've had to bite the bullet for a while to get us back on the right track, and there is still a long way for us to go.

If anyone wants a job though, feel free to apply:

http://www.plus.net/careers/opportunities/Technical_Support_Analyst.shtml

:mrgreen:

Ian

Regards,

Ian Wild
PlusNet Support
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