A bit of an odd day for the Support Centre as customers in the Manchester area called in reporting dropped connections en masse. Over the years we’ve seen lots of things that can cause broadband to disconnect; Xmas tree lights, trains and, now of course, earthquakes. The BBC tell us that there have not been any reports of injuries (thank goodness) and that there was only minor ‘rattling of beds’. There was however enough ’shaking’ to apparently cause a temporary interruption to broadband connections for some of the goodly folk just across the hills from us here in Sheffield.
Hot off the Press: I’m pleased to be able to say that the incident report for last week’s email problem will be published to the Comms Team blog later this evening.
Customer Support Centre: In the CSC today we have been concentrating on trying to keep the call queues down, our faults pools, and answering the oldest customer tickets. The CSC management team have again been concentrating on recruitment and organising training sessions for new starters next week.
The top 5 reasons for people calling into the CSC today have been:
Comms: We were also experiencing a sudden rush of calls earlier in the Manchester area, where an earth tremor has coincided with an outage in one of the larger exchanges, causing customers to drop their internet connections. Fortunately, BT has managed to restore service and these customers have since been able to reconnect.
Website: Last week, Teds31 suggested we should have a glossary explain the many acronyms and techie terms we use far too much. That sparked a conversation which led MikeWhitehead to contribute a Wordpress plugin he wrote especially for us. Mike has been working with Colin here to show a text pop-up when you hover your mouse cursor over acronyms or other technical terms - I’ve seen the latest version and it’s brilliant! We’re looking forward to seeing this useful functionality on the Community Site before too long.
Development: Today we’ve been working towards making our ‘Manage My Mail’ system more robust and remove a lot of the errors that customers are experiencing. This work will positively affect a large number of customers (2833 to be precise). We’re about 3 days into the project and the work so far will positively affect 1120 users and limit the number of affected users to 2833. Now that’s customer focus!
Marketing:
This entry was posted by Peter Jackson on Thursday, August 30th, 2007 at 6:55 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.
In the Development paragraph I'm pleased to see a scale put to "a large number of customers" - "2833 to be precise". However I'm puzzled how a positive effect for 1120 customers limits the number of affected users to the same number - 2833. Doesn't that imply that the "large number" is really more than 2833?
I asked Development to expound on that.. I do expect they will explain it in a bit more depth here for you.. The way I understood it was that 1120 affected customers had been processed, whilst the problem had been resolved so that no further errors would occur. The rest are in the process of being sorted. If you've used Manage My Mail and are having problems with setting up mailboxes do let us know.
Here at Plusnet we're always trying to use clever open source things to make our lives easier. Sometimes we write our own and make other people's lives easier too!
We sell broadband, phone, VoIP and more to homes and businesses in the UK. Winner of 9 out of 11 Categories in the 2008 USwitch survey. Winner of "Best Consumer ISP" at 2008 ISPA awards. Voted number 1 in the Broadband Choices 2008 survey.
© Plusnet plc All Rights Reserved. E&OE
Community Site News is powered by WordPress
