Not counting tonight’s late shopping, there’s now just 12 days to Christmas! I’ve personally not bought any cards yet, never mind sent them.  If you’ve been following our festive tips here on the news page, you’ll perhaps be a little more organised.

At least I’m going to put up the tree tonight.  Which reminds me.. did you know that Xmas lights can sometimes cause drop-outs on a broadband connection?  No, it’s not an urban myth.. it really happens. And our Support Team are braced for a seasonal influx of fairylight-related fault reports.

A quick skip around the floors of PlusNet Towers then.  What’s been going on today?

Tell us Julie, what’s it been like in the CSC today?

It’s been another good day in the CSC all round, we have had a lot of extra staff in due to the current overtime incentive. This has meant that we have kept CAR above 90% throughout the day, and all the tickets have been touched recently too!

The top 5 issues throughout the day have been as follows:

- Updates on faults
- Router Setups
- Provisioning Updates
- Sales Calls
- Billing Queries

We are still seeing a steady stream of sales enquiries throughout the day which is a good sign for all of us!

Both the BOT and Retention pools are all up to date, so with all the extra work everyone has been putting in we should be adding to a good customer experience in the CSC.

James bears us these tidings of Comms:

So we reach that midweek moment in Comms. Well technically we’re 3/5 of the way through the week but you’ll get the general point that I’m trying to make.

Today, I’ve been sat over with our Customer Services and Provisioning teams and have been doing a spot of training. I’ve also been keeping my usual forum presence as well as raising a few problems.

Chris has been handling Network change controls, writing service status posts and doing some work on our forums. He also brought in some doughnuts and neglected to tell me this until just now! ( I wonder why? – Ed).

Mand has been dealing with our internal problems, dealing with Development change controls, handling a monster home phone (single customer) issue and posting on the Community Site.

Bob’s been posting in the forums, working on our Postini and Gradwell trials and generally being Bob.

Chris in Marketing, all seated on the ground, tells us about his photo competition:

It’s been pretty quiet on the marketing desk today with Martyn and Spence off work while Nick and Phil have been floating between various meetings across the business.

I’ve had a busy day of little jobs – I’ve closed off our last Christmas competition on the Community site and launched a brand new Photo Competition! I’ve also put the finishing touches to a press release due out tomorrow and selected a winner for the New York referrals promotion!

We’re still trying to get in touch with them at the mo’, so more details will follow tomorrow.

Go and take some photos and enter the competition – there’s free broadband on offer after all.

Products has been ‘quiet’ too, Darren’s here to tell us all about it:

It’s been quiet here in Products as half of our team is out of the office. Both Ian and Rich are in Bath meeting with suppliers (a.k.a. probably getting a free lunch). Today I have been covering our ticket pools and investigating any problems customers might have. I have also been working on hardware stock management, hosting the weekly KPI review and various other daily tasks.

Maria has been preparing for the upcoming monthly Rally meeting, reviewing the Pay As You Host products, working with BT Wholesale on some potential development work they will be undertaking that we might want to use for future products and of course the weekly KPI review.

Shaun has continued work on reporting, Dashboard amendments, automation to current reporting, usage analysis and chasing various problems.

Colin has this to say about life in the Web Team today:

We’ve had a productive day in the Web Team today, managing to get some problem fixes rolled to live. Dan’s spent some of his time playing with JavaScript. Colin’s been assisting with that and with the live rollouts for others whilst also getting on with other work. The designers have also been bug fixing, as well as working on a redesign of the Careers site, and a website accessibility rating tool.

Last but not least, Development.  And Daniel sends us this message all the way from Poland:

The Internet is a wonderful thing. It allows you to get almost any information you want in a couple of seconds. You can chat with you friends, shopping, listen to your favorite radio station and much more. You can even work over the Internet.. and this is what I’ve been doing since beginning of the December.

My name is Daniel, and I’ve been working for PlusNet during the last year. In October I had to go back to my country (Poland) because of some personal issues. But now I’m back, doing my job from my home, located in the south of Poland (near Katowice).

It is really amazing how technology can make your life easier in almost every way.

Currently I’m looking at the ‘View My Broadband Usage’ system that allows our customers to view their monthly usage. The system is quite complicated and today I’ve had to install software that will allow me to perform debugging. I’ll now be able to see what exactly is going on when running the software. With help of this software I’m able to progress much quicker than usual.

Thanks Daniel.  And that just about wraps it up for today.  Until tomorrow..

Bookmark to:

This entry was posted by Peter Jackson on Wednesday, December 12th, 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.