Hello and a quick introduction from myself. My name is Thomas Howells and I am part of the faults team. I’ve been working here for about 2 and a half years now and I’ve lived in Sheffield all my life.
The faults team are in place to handle connection problems from a second and third line point of view after the initial diagnostics have been completed.
After every fault has been closed with us, we send our customers a survey to see how their fault experience was and if we can improve in any way. Usually this would be reviewed every 3 months and the results posted on a blog like this one.
This is my first attempt at being the End of Day editor, but it is a short one today, so not too much can go wrong.. More…
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As we’re approaching the festive season I’ve been offered some prize Community Site real estate to impart some truly exciting news on the plans that one of Santa’s performance-focused management elves has developed as a Christmas Incentive for the CSC here at Plusnet Towers.
We have it on good authority from Santa’s list of who’s been naughty and nice that there are going to be plenty of 802.11n wireless routers, dongles and shiny new MacBooks beautifully wrapped and nestling beneath Christmas trees this year. So we anticipate that we’ll be getting a few calls from stressed-out customers who’ll need a little bit of extra help (but remember if you can get online, our Support Pages offer a wealth of information!)
We’ve talked recently about moving to a “Network IVR” and we’ve told Force9 and Free-Online customers about a change to our main telephone number. I’d like to spend a bit of time telling you what an IVR actually is, how ours works and the changes we’re going to make.
Wikipedia defines an IVR as an “Interactive voice response, which is a technology that allows a computer to detect voice and keypad inputs. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications IVR systems generally scale well to handle large call volumes”.
There’s been talk in the forums today about our plans for the Customer Support Centre. As you know, we have a call centre based in Durban, South Africa, in addition to our one here in Sheffield. This is where we provide customer support for Madasafish, as well as for ISPs for the John Lewis Partnership. More…
Here at Plusnet we're always trying to use clever open source things to make our lives easier. Sometimes we write our own and make other people's lives easier too!
We're a Yorkshire-based provider selling broadband and phone services to homes and businesses throughout the UK. Winner of the ISPA 2010 'Best Consumer Customer Service ISP' Award, we're proud to offer the UK's best value standalone broadband.
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