Back after a break and it’s happened again - almost everyone’s ‘forgotten’ to do their end of day.  This happened last time we had a holiday. Rest assured I’ll be having ‘words’ with the culprits.

In lieu of having a current ‘top 5 issues’ from CSC I’m posting this, current as it was at 11pm last night:

Today (that’s yesterday, but I’m sure you’re there already - Ed) in the CSC floor has not been too bad overall, with a 90% CAR and an under 8 minute max call wait time.

1. Faults - As you probably guessed, people calling up chasing ongoing and long standing faults, these mostly seem to be no sync or intermittent.
2. Username & Password Checks. Mostly customers who’re trying to set up new equipment and just wanting to confirm their user name details before going away to try it themselves. Also customers calling in to confirm the details they need to log in to the portal.
3. Email Setup. Customers calling in setting up a new mailbox and wanting to configure the email client and or re-set up from any issues or errors.
4. Router Setups. Seems like a lot of people have been getting new routers today!
5. Sales - Customers calling to sign up, and just with general sales queries. Many of these customers are saying they have seen us on uSwitch (or other such sites).

Comms Matt remembered us:

You gotta love days when everything breaks. Basically everyone was doing their normal thing until about half three, when all of a sudden everything broke (you’ve surely seen the service status posts?) and that has taken us the rest of the day.

I suppose you should know what we were up to before the fan began to need a good scrub.

Mand has been problem guru, as ever, and I’ve been hot on her heels learning more about the process and more importantly who deals with what. James is still mentoring the sales team, Bob is still haranguing networks and Chris is still forumming, tasking and supporting the CSC.

So there you are.

And Products Dave, he remembered us too:

It’s the beginning of the week and a short week thanks to the Bank Holiday. Hope everyone had a good holiday if you were off and weren’t too busy if you had to work. It’s been a fun weekend although Darren tells us he’s been eating toast with salt and brown sauce (What’s that all about? - Ed).

Back to work and it’s been catching up with the Monday tasks that need to be done as well as Tuesday’s normal workload. I’m currently processing the usage reports for last month, should hopefully be done soon, after catching up on the weekend’s tickets and keeping an eye on the network especially in light of the problem on one of the gateways. Darren’s been working on all the KPI reports and lots of random tasks and Rich has been productive working on VoIP.

As for us in the Web Development Dept we warmly welcome Andy who joins us from CSC Business Support.  Andy is bringing with him a wealth of experience of customer care and technical knowledge - and, together with Jonathan and the rest of team, he’ll be focussing on making our support pages, emails and website experience better than ever!

Pete

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This entry was posted by Peter Jackson on Tuesday, March 25th, 2008 at 7:07 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 response, or trackback from your own site.