Here at Plusnet towers the world appears to orbit the sun much faster than elsewhere. We’ve had at least three seasons during the course of the day. We’re currently into late autumn (wearing a jumper but no jacket).

Today I’ve been squashing some more bugs in our Workplace Dashboard code which went live before Christmas. I also got a chance to spend some time in the Customer Service Centre to watch how the agents use the customer details and ticketing screens during calls. I’ve already identified several ares that could be improved to make the agents more efficient and ultimately reduce call waiting times. To my right, James has been working on bugs in the Community Support Library and Phil’s been skinning the Account Change (Upgrade) tool. Marc, Jonny, Sam & Gary have all been busy making the new Business pages look nice. To my left, Nick & Dan have also been bug fixing and proof reading the new Business pages. Colin & Duffy have been working on other problem fixes.

And here’s what’s been going on in the CSC, brought to you by Ben T:

The CSC has managed to stay busy all day with over a thousand calls answered before 5pm. We’ve had our hands full with the usual queries as there have been no major outages and only one or two network issues that have provoked calls. As such, our top five reasons for generating calls are as follows:

1. Fault updates – It’s no surprise that people are eager to have their service restored when there is a fault present. The faults team are doing a brilliant job at keeping the pools much lower than before Christmas, but a fair few calls are still being generated by customers looking for updates, often as a result of a voicemail or text update.
2. Router setup – We’ve sent out a few different versions of our routers and a lot of customers need a helping hand to set them up. This ranges from directing a customer to internet explorer to enter their username and password to manually correcting IP settings and DNS servers.
3. New faults – There have been an average number of calls regarding new faults today. Most of these are resolved by master socket checks. Speed faults are easily identified with a minimal number being passed through to the faults team for further investigation.
4. Email problems – I’m gathering a number of different issues together here. We’ve had a few calls regarding emails being bounced back but the majority have just been simple client setups or where customers need help with their mailboxes.
5. Payment problems – Whether it’s a missed payment or updating card details, a few calls have come in regarding payment.

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This entry was posted by Tamlyn Rhodes on Tuesday, January 13th, 2009 at 5:47 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.