Wow! A new Referrals deal offering up to £30 per new customer, more network capacity with an additional 155Mbps segment of central bandwidth! (see our new PCL-AG01 graph) And err.. toffee from Whitby? .. 

Customer Support Centre: Another busy day in the CSC! Today we also welcomed 8 new starters onto their 2 week induction training.  Main reasons for calling the CSC today are:

1. Router settings: Username and password configuration – usually because the customer is not using the correct realm – 30%
2. Fault Updates: Prompted via SMS or customer expectations not being set correctly (i.e. ringing after 4 hours because their fault is still not fixed) – 15%
3. Sales enquires: Potential customers mainly interested in the home phone packages wanting to know if they still have to pay BT line rental or dial a prefix number to dial our services. Also customers wanting to know if they need an active BT line to have ADSL – 10%
4. New faults: Customers calling first time to report problems, vary from actual no sync problems to customers needing to re-boot their router or using the wrong settings – 10%
5. Email: Customers wanting the settings (haven’t been to the website) or are unsure of the username to use for specific mailboxes – 5%
   Other Misc issues – 30%

Comms: Chris reports - We’ve had busy Monday here in Comms, all of us have been running in different directions. Mand has been powering on through the problems and making sure the forums and CSC are well supported. James has carried on with his part of the new referrals offers. Meanwhile I’ve been making sure our customers know about the new segment we have just lit.

All this without Bob or Matt! Plus keep an eye on the blogs over the next few days as we announce more about our LAN Party.

Networks: Hi, I’m Alan and I’m the Operational DBA here at PlusNet. This means that I’m responsible for the live database servers. This keeps me pretty busy, as we have loads of them!Today I have been working on a couple of compliance projects – checking and sorting out database connectivity and permissions issues; a couple of related problems; reviewing some SQL from our development department; and monitoring the live servers for slow queries, missing indexes, data growth, deadlock situations, foreign key errors and other stuff like that. Tomorrow, I’ll be doing more of the same, except it will be for different projects.

Marketing: Phil expounds – If the Boomtown Rats were recording today, I think they would love this Monday! This morning we’re very pleased to upgrade the My Referrals deals with up to £30 per person that joins PlusNet.Otherwise we’ve been closing the books on September and reviewing our progress for the last quarter. Later this week we’ll post a summary of what the highlights were for us. Have a good evening!

Products (Ian):

• Investigating reports of speed problems last night. We believe this was due to BT network problem in Scotland as it was reported by customers of multiple ISPs. We’ve also lit another pipe ahead of demand, which is testament to how far our modeling has come.
• Working on our reseller and partner system.
• Handling some upgrades to broadband from dial-up that have come about as a result of a recent campaign.
• Progressing our VoIP platform plan – we are very close indeed to locking this down.

Finance (James): With today being the first working day of the month and therefore the start of month end we have all been particularly busy. Jen has been catching up with purchase ledger invoices after being off. Kate has been reviewing timesheets and making sure everyone has submitted one, whilst also helping Fiona update the cash books and reconciling the bank statements. Mike has been looking at the monthly KPI’s and I have been helping out with other month end activities.

And finally ….. Fiona brought in some toffee from her trip to Whitby, which was very nice but on top of a curry at lunch has made us all in finance a bit full, again.

Development: Lastly here’s Simon Westcott telling us about what he gets up to.. I joined PlusNet just over two years and I was recently given the opportunity to become a Lead Developer. I’m still learning the ropes in this new role, but I am enjoying the new challenges and responsibilities it brings.

Last week saw the rollout of a project I have been working on since May of this year. It involved many background changes to low-level, core functionality which handles card payments and how we store financial data. It’s the kind of work that goes unnoticed by customers including users of our Workplace. The project is now in the ‘in-life support’ stage in which any problems discovered post rollout will be fixed before handing over to our Live Code Support Team (LCST).

Quite and eventful day I’m sure you’ll agree.. In the thick of it all, my team (Online Production/Content) has had the sniffles something rotten, and some brave warriors (shout out to Rupert!) are battling valiantly, armed with tissues, paracetamol and strong tea. We’ll fight them on the beachams!

P-j

Bookmark to:

This entry was posted by Peter Jackson on Monday, October 1st, 2007 at 7:21 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.