Well firstly apologies for the late posting of the End of Day today, nope we aren’t missing a day, Friday’s will be here as normal.

The reason for the delay is that we’ve been saying farewell to Darren today, he’ll shortly be headed back to his studies and in true Plusnet tradition been given a the send off he deserves. So Darren, here’s to you mate, take care and thanks for all the efforts you’ve put it. I’m sure you’ll keep in touch.

In the meantime let’s see what the rest of the business has been up to today and first Martyn with the Marketing EoD:

What’s been happening in marketing today then? Well, Chris tells me he’s been looking at some data to do with My Referrals. He’s also been looking for some new software that we can use to send emails out to customers. If you’ve got any recommendations please let us know!

Amy has been trying to get as much information out of Darren as possible, because it’s his last day today. Sameer’s been looking at the impact of the new wesbite design on Broadband Your Way Option 1 sales. I’ve been working on some updates to our business product pages, Spence has been to loads of meetings and Gavin’s been prototyping some new web pages.

See you next week.

Next up Steve from our Faults team:

Hi it’s Steve from Faults. Today I have been working on home phone faults this morning arranging engineers and calling the customers with updates. In the afternoon I have been dealing with escalated faults. These are mainly faults that have been on going for long periods so I have been chasing them up with BT and informing the customers of the latest updates.

Keith, Alex, and Andrew has been dealing with faults raised by customers recently and performing diagnostics to determine if the fault needs to be escalated to BT. This also involves interacting with the customer to ensure all necessary tests have been complete.

Richard has been dealing with the oldest tickets that have been raised to BT on a jeopardy report and following completion moved onto no synchronisation faults that have been logged with BT. Peter has also been working with the no synchronisation faults. This afternoon Peter has been reviewing the faults surveys completed by customers after a fault is resolved in order to create a new and improved survey for future faults. The results of the survey have been gathered and should be blogged to the Community Site soon!

Brad has been doing a mixture of roles today including jeopardy and a range of faults currently logged with BT. Brad has also been helping out the management in assisting staff around the call centre and driving performance.

Over next to Jen with the HR End of Week:

We’ve done a load of different stuff this week between us in HR. Here is a snap shot of some key bits:

Gemma has been on a report writing course and updated the Company induction. She also carried out the Absence Workshop mop up with Amanda.

Amanda has also been preparing for the Know Your Market module of MDLP and researching Investors in People accreditation.

I’ve been full steam ahead with the Christmas party booking and we now have director approval. I’ve also been researching childcare voucher schemes for us to offer.

I can’t believe it’s only been a 4 day week!!

Jimbo next from the Comms Team:

Hi everyone!

It’s been another fun filled day in the Comms Team today, with, as ever, entertainment supplied by the one and only Friday Parr, although I think he’s been a bit on the subdued side, but not THAT subdued!

I’ve been calling a bunch of Metronet customers today along with doing some other tickets, raising problems and replying to a few forum threads.

Matt’s been continuing his WLR processing work and Bob’s been working on Problems and change control.

Friday Parr has been hicupping, looking at problems, looking at the Alladdin platform and generally being “special”.

See you next week!
James

Lastly for today the CSC top 5 from Adheel:

Hey peeps, here’s the Friday end of day from the CSC floor, hope everyone has a good weekend!
1) Router set-up/Config
Always in these Top 5s, most of the calls that came into the CSC today were from customers needing advice on setting up their ADSL modem or router. A good mix of existing and brand new customers calling in and needing a little help on getting up and running.
2) Fault chasing
Again like the above, some teething problems where customers are trying to set-up their mail clients for the very first time and getting some details incorrect, also where customers who have been with us a while and just wanting to run over things after encountering problems in outlook/Thunderbird/Mac Mail.
3) Provisioning Updates
Customers calling in to confirm the progress of their broadband activation or broadband/phone service move to a new address. Mostly where customers have no current internet access to check this on-line.
4) Billing queries – Customers calling in regarding billing and account queries. Customers looking to upgrade their packages to suit their needs, which is always good. Now a much better range of products suited to particular users, e.g Option 1 for someone who only uses the ‘Net an hour or 2 a day, or PRO for someone who likes having a long weekend playing games and downloading music from iTunes! (hint at my own weekend
5) New Faults – Unfortunately we do have some customers who encounter problems with their broadband service. Some calls come into the CSC and tech staff are able to locate and resolve a connection issue directly, or sometimes where further testing needs to be done by our excellent faults team and a fault being raised accordingly.

Well that’s it for another day and another week. A lesson to be learnt is don’t leave your laptop at work when you need to post the end of day and the only PC in the house doesn’t have a mouse. Ah the joys of PCs…

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This entry was posted by Dave Tomlinson on Saturday, August 30th, 2008 at 1:12 am 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.