I was at home in London at the weekend and hence missed what, by all accounts, was a very successful Christmas Party!

Here is a breakdown of the type of calls coming into the CSC today:

1. SPAM – There has been a notable rise in the amount of SPAM being reported by customers again, usually customers have the catch all switched on and turning this off reduces the amount getting through.
2. Router setup – New customers just received the hardware and can’t set it up. This ranges from the incorrect username being used (no @plusdsl.net) or a local firewall blocking the computer access to the router configuration screens.
3. Fault Updates – Alot of logged faults being chased by customers, either because they have heard nothing or responding to a retest request.
4. Provisioning updates: Both new activations and migrations, customers calling to update their details or to check on the progress of the order.
5. Sales – Most agents have reported an increase in customers contacting us in regards to our broadband packages. Most customers are inquiring about cost and most interest still seems to be on option 1.

In Marketing, we’ve just about recovered from the Christmas party, so we’ve been hard at work today. We’ve been working more on improvements to the Broadband Your Way journey, as well as preparing an email about My Referrals.

Chris and Phil have been exploring new ways to promote Broadband Your Way Pro, while we’ve also been working on some Madasafish items. We’ve also been preparing for some festive fun here on the Community Site – more will be revealed later in the week. See you tomorrow!

With Darren taking a well earned break I’m [Tommo] filling in with the Products end of day. Ian has had a very busy day today spending most of his time working on the 2008 product development roadmap.

With a lot of talk around broadband speeds of late, for example The Gadget Show’s campaign, I’ve mainly been working on auditing our traffic management and speed data to ensure that all our customers are on the correct speeds. I’ve also been looking at November’s usage figures and updating the capacity planning documents.

Rich has been working on further troubleshooting of VoIP trial platform (issue reducing in numbers steadily!) as well as further work on the next phase of the trial and answering tickets & community site posts. He’s also started work on other priority business projects.

Shaun’s been working on the weekly KPI reports, project reporting requirements, various ad-hoc data requests, churn analysis and not annoying (read pining for) Darren.

A busy Monday for all in Networks today, many problems have been raised and the team have worked on these throughout the day. This has also impacted on the amount of tickets which have been raised, again which have been kept on top of.

The Network Development team have again been working on the integration of Brightview and its services and also working on the start of the Postini trial roll out.

Operations have been keeping on top of Problems, Tickets and monitoring of the network along with more project work and upgrading of services across the platforms. Further work has continued at of of our datacentres on the expansion of racks and configuring of network infrastructure.

In the Web Team, James got his improvements to the Community Site registration journey rolled to live. Colin’s making good progress with the Community Site blog upgrade. Tamlyn has been testing a new bit of JavaScript that should help us quickly find other employees on our internal systems. Everyone else has been MAAFing as usual.

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This entry was posted by Tamlyn Rhodes on Monday, December 3rd, 2007 at 6:23 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.