Quite a long EOD today, but well worth the read.  Firstly over to Kelly in Customer Support Centre.

Today we have continued to train our new starters who will be ready to go onto the floor on Monday. We’ve had a steady stream of inbound callers today, and an average wait time of just over 2 minutes. Although the amount of calls is not as high as previous days, inside the CSC it has continued to bustle. Each department within the Centre has been pulling together to ensure that the teamwork and spirit that we are known for is continuing to grow.

There have also been certain discussions about who’s turn it is to make the next drink, and apparently it’s mine……

Here are Team A’s top 5 reasons for customers contacting the CSC so far today:

1. Router config 15% – These are more existing customers who have got new routers and have forgotten the whole @realm business. I have seen a sharp fall in new customers asking for whole username so that is a bonus.  Not sure what we can do about this for existing customers unless a page on the Member Centre that they can print off.
2. Fault Updates 10% – Customers have been ringing us when we SMS them for an update. The good news is that we update the customer by SMS but if it is causing a fair amount of calls in, we should be ringing them directly and/or leaving them a message.
3. Email Setup 5% – A mixture of old and new customers with new mailboxes that need setting up. Most of them do forget the username+mailbox feature but again there is a lot of information on the Portal for this.
4. Failed Billing 5% – Customers ringing in after we have contacted them due to disabling the account. This is a good thing as at least the customers know about the failed billing and are left a message.
5. New Faults 5% – All kinds of faults being raised with no patterns at all.
   Other Misc Issues – 60%

Matt in Comms:

Today Comms has been all over the place, literally. Chris has been up with Networks and Mand with Development overseeing various fixes. Bob has been dealing with the future of the VoIP platform along with fielding queries on various forums and newsgroups, James has been in forums as well along with ensuring that the signup journey is as painless and easy as possible and I have been trying desperately to give away free games – honestly!

Martyn in Marketing:

The lurgy seems to have made its way up to Marketing now. Chris has been feeling under the weather today, but we’ve still managed to get plenty done, including spreading the word about the forthcoming LAN party.

Other than the LAN party we’ve been reviewing some of our sales processes and looking at where we can make improvements to get more customers to join us. We’ve also been site-mapping some changes to the customer journey for people looking to buy broadband.

Oh, and we sent out the newsletter today, so keep an eye on your inbox!

Products breakdown by Darren:

Shaun:
- Even more work on the PlusNet Company dashboard
- lots of usage analysis.

Rich:
- began to create VoIP Beta programme plan
- finalised P&P pricing.

Ian:
- finalising details for the introduction of our imminent new VoIP proposition
- Preparing a community blog post
- Really good planning session for the next version of the community site.

Me:
-Today I have reviewed our weekly KPI figures with the rest of the team, spotting any opportunities/problems which the data might suggest.
-Sorted out a problem with an insert sheet order.

Mike in Finance reports:

Well we’re suffering from sickness but working hard.  Mark and Kate have been working through the ticket pools, answering customer queries and issuing manual refunds. We have filed the monthly VAT report, and have nearly completed our year end accounts for submission to Companies House.

Finally the commercial team has continued to build the strat plan, modeling what we think will happen over the next 3 years.

Farhan in Development provides an in-depth piece today:

I am a Lead Developer and have been working for PlusNet for over 5 years. I started working as a level 1 Call Centre Agent and made my way through to become a Lead Developer last year.

Today the following projects have been worked on in Development:

Referral Bounty
This project will enable our customers to get a one-off bounty payment (ranging from £5 – £20 depending upon the product) if they refer a friend during the special offer period. This project is an extension of a similar offer that has ended on the 30-09-07. The new offer will also give £10 bounty for home phone referrals; this is on top of the broadband bounty value. Today the development team has been busy with getting this project ready to be deployed tomorrow morning. All the outstanding issues identified have been fixed and tested.

Framework Fixes
Another piece of development that is under way in development is the Framework fixes. FrameWork is our in house application development suite that provides developers with a host of tools that enables us to write quality software more efficiently. We have found a few bugs in Framework and we have a number of projects that have a dependency on Framework been stable. All the identified bugs have been fixed. This is been tested by our QA department. These fixes are due to be rolled out next Tuesday (16-10-07).

Remote Development
We also have developers that look after our remote development team in India. The beta version of Meeting Manager (our internal web tool to manage meetings) has been delivered to us. This has been reviewed by Rowan (Remote Development Lead Developer) and a number of volunteers across the business. Rowan has been working on this today to prepare this application to be rolled to beta, so QA can start testing this ASAP.

Other than that we have developers dedicated to fix problems and have been supporting our Call Centre staff to answer any customer facing queries.

Wow.. quite an update I’m sure you’ll agree.  Too long for an EOD do you think?   Would you prefer these updates to be more concise or do you like the depth of today’s post?

PJ (the PlusNet one)

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This entry was posted by Peter Jackson on Wednesday, October 10th, 2007 at 7:18 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.