Well, it’s the August Bank Holiday weekend - that’s come around quickly.  The next EOD will be Tuesday - can you wait?  Of course, whilst some of us here are taking an extra day well earned, you can be sure that Comms and CSC will be here, in the discussion forums, and of course taking your help calls and tickets.

The incident report about yesterday’s email issue is being written, we expect to be able to publish this next week - in the meantime, the discussion forum will give you the background.

Customer Support Centre:

In the CSC today we have been planning resource for the Bank Holiday weekend.  As far as tickets are concerned - the main issues our agents have been dealing with relate to the recent email problems.

As far as calls are concerned - these have been our Top 5 issues today:

1. Logged faults: calling for updates on previously reported faults 30%
2. Missing hardware (re: current P1’s) 30%
3. New faults - various no sync, authentication 10%
4. Hardware setup: new customers (wrong username!) existing customers (new hardware) 10%
5. Email: email configuration 10%
   Other Misc Issues = 10%

Website:

In Wednesday’s EOD, Teds31 suggested we might have a glossary or something to explain the many acronyms we’re so fond of bandying about.  Well, that sparked a conversation which led MikeWhitehead to contribute a Wordpress plugin he wrote especially for us. I’m told it will show a text pop-up when you hover your mouse cursor over acronyms or other technical terms that we can set up - brilliant!  We’re now working with him and looking forward to seeing this useful functionality on the Community Site before too long.

Product:

• Investigating our best course of action were Ofcom to insist that all VoIP services be able to support 999 access.
• A competitor analysis exercise, specifically looking at the way a number of other ISPs design their products to target them at certain markets.
• More supplier discussions and commercial modelling in relation to the set-top box we mentioned yesterday.

Development:

A bit of a long posting from the Dept. today, introducing you to the Business Analyst (BA) team.

“There’s 4 of us ya know, including me – Michael Rose. The other team members are Mike Burchill, Paula Davidson and Ravi Iyer.

So what does a day in the life of a BA consist of? Well, we run around gathering requirements for many of our future projects, liaising with the project sponsors and the key stakeholders around the business including you the customers, via our lovely Comms team.  It doesn’t stop there either – during build we are constantly supporting our delivery teams in terms of clarifications and bug resolution in QA (Quality Assurance -Ed).

We are really the socialites of the business, because we talk to everyone about our project requirements – which also means we’re first at the bar getting the drinks in on a Friday night!

These are just some of things we’re working on right now:

• Home Phone Anytime + product changes – from the point this little one is rolled out all calls to qualifying numbers (01 & 02 up to 1 hour) will be completely free – the 1000 minute cap is gone!
• Portal Consolidation – this project continues in testing and is progressing very well indeed.
• Enhanced care for Business Customers – this project recently handed over into application development to build is progressing well so far. Business customers will benefit from quicker fault response times from our BT Wholesale supplier.”
  

Marketing:

Today we sent a promotional email to non-PlusNet customers to let them know about our special offer for inbound migrations.  As the first email of this type, we’re going to watching closely for the number of click-throughs to see whether it’s worth doing again.
Have a good bank holiday weekend all,

The Team

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This entry was posted by Peter Jackson on Friday, August 24th, 2007 at 6:22 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.