It’s been a hectic day today, with 6PM arriving sooner than expected.

We’ll begin today’s update with the CSC, and Emma.

“Today has been very steady, with a fair amount of calls, with the odd surge throughout the morning. We have had an excellent morning as our manager returned today after being away in South Africa, bringing us back some lovely lollys. That’s the way to boost team morale!

Our top 5 today:

1. Router Setup - Customers calling in for assistance with their new routers, either from us or bought elsewhere. This is normally very straight forward and we generally get customers online very quickly.

2. Email - This includes mailboxes, webmail and settings for clients such as Outlook Express etc. A lot of problems are wrong email addresses being entered and incorrect setup of the account on customers pc’s.

3. Fault Updates - Again customers calling up giving us information after engineers appointments, calling to find out more once we have had an update from BT.

4. Sales Calls - lots of people wanting information on our new packages and Home Phone, explanations of the hardware and the services we offer.

And finally we have house moves, slowing down for winter, a fair few businesses calling about moving property, advice is given on the best cause of action to get the least amount of downtime

So that’s it for this afternoon, thanks for reading!”

QA’s update comes from Nigel today:

“As usual, another very busy day in QA, with everybody except Paul working on the Madasafish project. We’ve been testing the resolved bugs and yet also finding and reporting lots more, so it’s definitely keeping us all extremely busy!

Matt R went home earlier this afternoon, as he started his shift today at the unearthly hour of 04:00, for a rollout of some network changes.

Paul has again been hard at work as our problems guru, and there’s been more tidying up of the Community Site, which is great news!”

Martyn brings us the Marketing update:

“What’s happened in marketing today? Well, we’ve been working on the latest version of the newsletter, which is scheduled to land in your inboxes this week. We’ve also been discussing the sales journey for customers who already have broadband with another provider, in preparation for making some changes in the next few weeks.

With Christmas approaching we’ve also been working on more festive promotional work, this time related to Broadband Your Way Pro. On top of this little lot we’ve attended a few meetings and our web analyst has been busy with our affiliate marketing scheme.”

Comms update comes from Matt, who appears to be a bit upset today…

“We are no longer allowed to discuss tea in our end of day. Therefore there will be no jokes in this end of day. Apologies.

Mand has been working on ticket causes. She has also been delegating problems to those who need to work on them.

I have been categorising problems for Mand. I have also been posting in forums.

Chris has been posting in forums and working up with networks.

James has been posting in forums and dealing with difficult customer enquiries.

Bob has not been in the office today.

Thank you.”

Mark brings us today’s update from Finance

“Well its been an on the go, hard working and hard at it day for the finance department. James L has been the leader for the day while Mark B has been in London working on various issues. Kate has been looking after payroll (only 10 days to go). Nick has been keeping the cheque ticket pool in order. I (Mark J) have been dealing with invoices and expenses and also preping for a new team member to join tomorrow.

The finance football team have night off tonight so its a chance for the rest of you to catch up.

See you tomorrow”

The Products update comes from Darren today:

“Today I have continued to chase BT over an ongoing hardware issue and hopefully tomorrow we will be able to close our current P1 on the situation. I have received training on affiliate reporting and have managed to clear a few of my ongoing tasks.

Shaun continued his work on various analyses of churn and usage. He has also worked on the company dashboard and project reporting specs.

Rich has been working on VoIP, this includes; updating the roadmap, updating VoIP manual processes and updating the roll to live plan.

Dave has been testing Leopard and preparing training documentation for the CSC. Dave also continued his usual daily tasks of dealing with port requests, clearing his ticket pool and working of his next blog (though he was reduced to pen and paper while Leopard was installing).”

Ade brings us Networks update:

“It has been another day ensuring the smooth operations of the ISP services. From resolving tickets and pursuing single users issues, improving our monitoring platform, planning improvement of our internal corporate LAN, to building a supplementary server which automates some of our tasks, the team keeps on.”

and finally, the Web Team update:

“Today we’ve been mostly cracking on with some of the bugs that QA have been finding in the work that is being done with Madasafish. In between bug fixing, we’ve had time to update the post counts for customers on the Community Site, look at the odd support page and continue to look at some shiny new features for the Community Site.”

That’s all folks,

Colin

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This entry was posted by Colin Ogilvie on Tuesday, November 20th, 2007 at 6:28 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.