Comments on: The Plusnet CSC Telephone System http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/ News and Updates on the Community. Fri, 06 Nov 2009 18:54:21 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: Newsletter - Issue 24 | Community Site News http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-12793 Newsletter - Issue 24 | Community Site News Fri, 13 Mar 2009 09:45:48 +0000 http://community.plus.net/?p=13014#comment-12793 [...] Read the full blog post here. 4. The Plusnet CSC Telephone System [...] [...] Read the full blog post here. 4. The Plusnet CSC Telephone System [...]

]]> By: G6JPG http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-12607 G6JPG Tue, 03 Mar 2009 10:10:18 +0000 http://community.plus.net/?p=13014#comment-12607 PN have said they won't be offering "free" 0845/0870 numbers unlike BT: fair enough, that's a corporate decision, though unwelcome. However, there is already some concession (to PN 'phone customers) when calling another PN customer - I forget the details; surely, if an 0845 number is technically necessary, they could make their charging system exclude that particular number (or range of numbers) from those for which it charges. (I still don't _believe_ that there is any technical reason for an 0845 being necessary - as another has said, other companies supply an 01 number that works via translation, routing, and so on systems.) PN have said they won't be offering "free" 0845/0870 numbers unlike BT: fair enough, that's a corporate decision, though unwelcome. However, there is already some concession (to PN 'phone customers) when calling another PN customer - I forget the details; surely, if an 0845 number is technically necessary, they could make their charging system exclude that particular number (or range of numbers) from those for which it charges.

(I still don't _believe_ that there is any technical reason for an 0845 being necessary - as another has said, other companies supply an 01 number that works via translation, routing, and so on systems.)

]]> By: David Crosweller http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-12535 David Crosweller Sat, 28 Feb 2009 08:53:36 +0000 http://community.plus.net/?p=13014#comment-12535 I would like to add my comments to those above. 0845 numbers generate money for the company to which you are calling and the background number will still be a normal 01/02 number, we just won't see it. This is just another way to make money out of us. I agree with the people who say that we have the choice to leave Plus and I will be making inquiries to discover which ones offer the best service. I have been with Plus since they were a tiny little outlet and I wanted to support them for that very reason. They don't care about us anymore and are only interested in getting money from us. In some respects I would rather go to someone like TalkTalk, at least they admit they are only in it for the money. David I would like to add my comments to those above. 0845 numbers generate money for the company to which you are calling and the background number will still be a normal 01/02 number, we just won't see it. This is just another way to make money out of us. I agree with the people who say that we have the choice to leave Plus and I will be making inquiries to discover which ones offer the best service. I have been with Plus since they were a tiny little outlet and I wanted to support them for that very reason. They don't care about us anymore and are only interested in getting money from us. In some respects I would rather go to someone like TalkTalk, at least they admit they are only in it for the money. David

]]> By: Branzy http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11957 Branzy Mon, 16 Feb 2009 18:57:21 +0000 http://community.plus.net/?p=13014#comment-11957 The use of 0845 is barred on my networks as they are not available on my free tariffs. I note that you do not publish the costs of calling 0845 codes which I argue is theft by deception. I urge all users to boycott companies who use the 0844, 0845, 0870 and 0875 dialing codes. The use of 0845 is barred on my networks as they are not available on my free tariffs. I note that you do not publish the costs of calling 0845 codes which I argue is theft by deception. I urge all users to boycott companies who use the 0844, 0845, 0870 and 0875 dialing codes.

]]> By: Mike Robins http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11900 Mike Robins Sun, 15 Feb 2009 11:36:32 +0000 http://community.plus.net/?p=13014#comment-11900 First, thanks for a full and detailed explanation of what is happening. Second, One of the reasons for (me) staying with Plusnet has been 'local' geographic calls - and the fact that I speak to a person in the UK about whatever problem - or request- that I have in the UK ! Clearly Plusnet can choose to change this - especially if you are pressurised / owned by BT... ... however I have a choice too, and I can choose to find another ISP ! Please keep your identity as a customer focussed ISP, and do implement 03xx numbers before removing the 0114xx. First, thanks for a full and detailed explanation of what is happening.
Second, One of the reasons for (me) staying with Plusnet has been 'local' geographic calls - and the fact that I speak to a person in the UK about whatever problem - or request- that I have in the UK !
Clearly Plusnet can choose to change this - especially if you are pressurised / owned by BT...
... however I have a choice too, and I can choose to find another ISP !
Please keep your identity as a customer focussed ISP, and do implement 03xx numbers before removing the 0114xx.

]]> By: fred http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11881 fred Sat, 14 Feb 2009 12:10:37 +0000 http://community.plus.net/?p=13014#comment-11881 On February 11th, 2009 at 4:30 pm, Peter Jackson said: <i>"... We're taking a measured approach in not simply removing the number from service and we are looking at our options about how we provide our telephone support. Let me assure you that the reason we want our customers to use 0845 is NOT about revenue generation (we make little on our support calls); rather it's about making sure our call centre is efficiently processing the volumes of calls we experience."</i> Just in case you were not aware, there are two 03xxx phone numbers specifically reserved for PlusNet that may not be issued to <b>anyone</b> else. they correspond to the existing 0845x numbers. Accordingly Customer Support becomes 0345 140 0200 and the Broadband Faults Helpline becomes 0345 140 0080. What could be simpler? You get all the advantages of the number translation system (if that is what you really want) and a guarantee that there is no revenue share (so no one can accuse you of it). At present, it seems to me that revenue share is a prime motivator in your decisions, despite your denials, because there are technical solutions to your problems that do not involve revenue share, and you will not take them. On February 11th, 2009 at 4:30 pm, Peter Jackson said: "... We're taking a measured approach in not simply removing the number from service and we are looking at our options about how we provide our telephone support. Let me assure you that the reason we want our customers to use 0845 is NOT about revenue generation (we make little on our support calls); rather it's about making sure our call centre is efficiently processing the volumes of calls we experience."

Just in case you were not aware, there are two 03xxx phone numbers specifically reserved for PlusNet that may not be issued to anyone else. they correspond to the existing 0845x numbers. Accordingly Customer Support becomes 0345 140 0200 and the Broadband Faults Helpline becomes 0345 140 0080.

What could be simpler? You get all the advantages of the number translation system (if that is what you really want) and a guarantee that there is no revenue share (so no one can accuse you of it). At present, it seems to me that revenue share is a prime motivator in your decisions, despite your denials, because there are technical solutions to your problems that do not involve revenue share, and you will not take them.

]]> By: jnelson http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11865 jnelson Fri, 13 Feb 2009 15:59:10 +0000 http://community.plus.net/?p=13014#comment-11865 @__chris__ - we have recently introduced mystery shopping within our 2 CSCs to further build on the existing quality checks that we already do on a daily basis, namely call recording and ticket response QOS. However Im sorry that your experiences yesterday werent to the standard we would strive for and you would rightly hope for. In dialling the 0845 number your presented with the same IVR options as dialling the geographical number. In selecting the right options through the IVR you will then be directed to agents who should have the skills to help you. If for some reason that didnt happen sorry, but they should have certainly been able to transfer you to the right people if that hadnt happened. Is your problem resolved now? @__chris__ - we have recently introduced mystery shopping within our 2 CSCs to further build on the existing quality checks that we already do on a daily basis, namely call recording and ticket response QOS. However Im sorry that your experiences yesterday werent to the standard we would strive for and you would rightly hope for. In dialling the 0845 number your presented with the same IVR options as dialling the geographical number. In selecting the right options through the IVR you will then be directed to agents who should have the skills to help you. If for some reason that didnt happen sorry, but they should have certainly been able to transfer you to the right people if that hadnt happened.
Is your problem resolved now?

]]> By: fred http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11831 fred Thu, 12 Feb 2009 17:44:54 +0000 http://community.plus.net/?p=13014#comment-11831 Ah, now we can see why this is happening! <a href="http://www.theregister.co.uk/2009/02/12/bt_losses/" rel="nofollow">BT profits crash</a> An obvious call for increased contribution from the subsidiaries. Ah, now we can see why this is happening!

BT profits crash

An obvious call for increased contribution from the subsidiaries.

]]> By: __chris__ http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11820 __chris__ Thu, 12 Feb 2009 12:15:06 +0000 http://community.plus.net/?p=13014#comment-11820 Hmm. just a thought, but have you carried out any mystery shopper phone calls yourselves recently? I phoned the 0845 number today and selected the option for technical support and a russian-sounding staff member gave me a 0114 number to call where, he assured me, "a fully trained agent" would be waiting to answer my query. (I tried - there wasn't_ Maybe your internal procedures need firming-up, especially given your explanation of the Call Management system which indicates that he should have been able to patch me through to a different member of staff. Hmm. just a thought, but have you carried out any mystery shopper phone calls yourselves recently?
I phoned the 0845 number today and selected the option for technical support and a russian-sounding staff member gave me a 0114 number to call where, he assured me, "a fully trained agent" would be waiting to answer my query. (I tried - there wasn't_
Maybe your internal procedures need firming-up, especially given your explanation of the Call Management system which indicates that he should have been able to patch me through to a different member of staff.

]]> By: fred http://community.plus.net/blog/2008/11/25/the-plusnet-csc-telephone-system/comment-page-1/#comment-11812 fred Thu, 12 Feb 2009 09:12:16 +0000 http://community.plus.net/?p=13014#comment-11812 Further to my comment immediately above, it seems that PlusNet is adopting the British Rail solution to too many people using a service: Jack the prices up so that people choose not to use it. Short term it might seem advantageous to reduce the calls to Customer Service like this, but as customer start to bottle up matters that previously were resolved by an included minutes call to Sheffield, then there will be an adverse mindset developing that will surprise PlusNet when it surfaces and that will be nigh on impossible to counteract. Surely you cannot have thought this one through in the slightest, let alone properly! Further to my comment immediately above, it seems that PlusNet is adopting the British Rail solution to too many people using a service: Jack the prices up so that people choose not to use it. Short term it might seem advantageous to reduce the calls to Customer Service like this, but as customer start to bottle up matters that previously were resolved by an included minutes call to Sheffield, then there will be an adverse mindset developing that will surprise PlusNet when it surfaces and that will be nigh on impossible to counteract.

Surely you cannot have thought this one through in the slightest, let alone properly!

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