Rumour about Customer Support

Devonports
Posts: 614

« on 17/09/2008, 12:38 »

I have heard a rumour that Plusnet are planning to move Customer Support from Sheffield to the Madasafish CS centre in Durban.

If this is the case it would be a very negative step for Plusnet.

Has anyone else heard of this and is there any truth to the rumour

Glyn Devonport. . . . . Making a difference in Birdwell.
THINK - If a Cardiac Arrest happened where you are now - where would the nearest AED (Automatic External Defibrillator) be? If the answer is realistically more than 5 minutes away then you should start an AED or Community Responder programme now.

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The Legend
Posts: 1122

« Reply #1 on 17/09/2008, 12:46 »

This is the first I have heard of it. I'm outraged. How dare Plusnet allow a rumour like this to start. If this isn't quashed immediately it will be rumoured that I will take my business elsewhere.

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Barry Zubel
Forum Moderator
Posts: 2793

« Reply #2 on 17/09/2008, 13:05 »

I hardly think it's likely given the fact that PN have their Sheffield support centre as a USP.

That's the thing with rumours though - they can be about just about anything and people believe them.. and even if they don't believe them they distribute them.

As I understand it, MAAF support will stay in Durban, and the various vISP brands will stay in Sheffield.

B.

Barry Zubel : plusnet Community Site Forum Moderator
I'm a customer, not an employee
100x Core i7-980x, 12GB DDR3, ATI FirePro v8750 (realtime stats)

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Peter Jackson
Plusnet Staff
Posts: 316

« Reply #3 on 17/09/2008, 13:41 »

Hi. Let’s not jump to any hasty conclusions based on hearsay and rumour. I can absolutely understand that this topic is going to arouse concerns. There has been internal discussion about our call centres and I’ll get you more news by the end of the day. You know we’re open about these things and we’d actually started a blog about this which we’d planned to post tomorrow - clearly someone’s jumped the gun.

Peter Jackson
Plusnet
Service Status :: RSS :: Email :: Support Library

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The Legend
Posts: 1122

« Reply #4 on 17/09/2008, 13:45 »

I couldn't find the blog you started. Can you link to it, please?

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Kelly
Plusnet Staff
Posts: 950

« Reply #5 on 17/09/2008, 13:49 »

The blog is in draft. Not published yet

Plusnet: Head of Platform and Operations

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The Legend
Posts: 1122

« Reply #6 on 17/09/2008, 13:51 »

The cat is out of the bag. Publish it now.

Quote from: Peter J on 17/09/2008, 13:41

You know we’re open about these things

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Mal08
Posts: 236

« Reply #7 on 17/09/2008, 14:01 »

OK rumour, but if it's true - I will be VERY disappointed - Angry

the PRIME reason I moved to PN was I was fed up with overseas call centres, and I was impressed with the Sheffield based team.
Maybe OK for large international companies - having three or four call centres around the clock to follow the sun, but NOT for a company that's customer base is largely UK based.

--
Mal

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Loombucket
Posts: 238

« Reply #8 on 17/09/2008, 15:04 »

If indeed it is true I'd be stunned as well as horrified.

This was discussed at some length at the Open Day when the point was made very firmly and clearly that PN's UK CSC was about the biggest selling point PN could possibly have. To outsource it to SA, or indeed ANY other country would have a profound negative effect on both new business and retention of existing business.

Haven't PN realised by now that the quality of their CSC is what seperates them from every other ISP?

Roll Eyes

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Liam.
Usergroup Member
Posts: 5537

« Reply #9 on 17/09/2008, 15:17 »

I personally think we need to calm down a bit and allow PlusNet to respond. Let's not jump the gun or get too stressed before we have the full picture!

For those that attended the open day a few months ago the very subject came up and PlusNet stated that they had no plans whatsoever to 'close down' the CSC operations in Sheffield or 'shift' it to SA. But I am sure there are some things that make sense to 'share the load' since SA and Sheffield are now all using Workplace and have more aligned working practices / departments / workstreams.

We also shouldn't forget that the MAAF support team in SA were already winning awards prior to the integration with PlusNet - so I think the support that MAAF customers already get from SA is pretty solid.

Pete has said we'll hear more by the end of today so lets just wait and see what they come up with.

« Last Edit: 17/09/2008, 15:18 by Liam. »

Liam Martin
PlusNet UserGroup Member & Ex-PlusNet Comms Team Staffer!
BBYWPro! & Business Premier User | DG834G Lover
Wormeries from the inventors!

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poppy
Posts: 2254

« Reply #10 on 17/09/2008, 15:38 »

If I remember correctly, as loombucket says, this was discussed at the open day. We were told then that PN had no plans to outsource CS but as our night is daytime in South Africa, the possibility of transferring calls overnight was being looked at. This seems to make sense when looking at the call statistics.
Personally, I can't see this as a problem but I would not like to see our CS ladies and gents discharged from their duties.
As well as having good service, the CS in Sheffield is the main reason for my continued loyalty to PN.

force9
Joined 03 June 2004
www.cairnterriertalk.co.uk

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nadger
Usergroup Member
Posts: 1124

« Reply #11 on 17/09/2008, 15:39 »

You've made some very good points, Liam.

Let's wait until Plusnet respond before someone has Sheffield up for sale on eBay

John

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Alex
Bright Spark
Posts: 1462

« Reply #12 on 17/09/2008, 15:41 »

I remember this being a pretty heated topic at the open day, but knowing management speak - "no plans" really means "nothing we're prepared to disclose at present" - so I didn't take much notice of that then.

Also if it is true, when businesses try to save money they'll try to justify that it is any other reason than the real one (i.e. save money) for doing something. Usually it'll be 'quality of service' which will be touted .. I just hope it's not just a cost-cutting exercise (of course that'll never be admitted, even if it is) Sad

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Mal08
Posts: 236

« Reply #13 on 17/09/2008, 15:49 »

Quote from: poppy on 17/09/2008, 15:38

but as our night is daytime in South Africa, the possibility of transferring calls overnight was being looked at. This seems to make sense when looking at the call statistics.

I think someone needs a geography lesson :-))

South Africa is only an hour or so ahead of us -

http://www.worldtimezone.com/

I know of several people who have abandoned BT for phone / broadband etc - because they are so fed of their overseas call centres.

« Last Edit: 17/09/2008, 15:51 by Mal08 »

--
Mal

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Wheel_nut
Posts: 527

« Reply #14 on 17/09/2008, 15:51 »

Quote from: poppy on 17/09/2008, 15:38

......... but as our night is daytime in South Africa, the possibility of transferring calls overnight was being looked at. This seems to make sense when looking at the call statistics. ......

Hmmmmmmm , Not on this planet it isn't! South Africa is on the same Time Zone as the UK, Ireland and Portugal so that doesn't make sense. India is five and a half hours ahead and the USA is between 5 and 10 hours behind. So if that was an imperative, Borneo, Thailand, Cambodia, ViettNam would be best placed for the early shift and Mexico, Venezuela and Guyana would be best for the twylight shift.

Wheel_nut
PlusNet BBYW Pro - Lite Customer from Feb 2009
NewNet Customer 2007 - Feb 2009
PlusNet Customer 2003 - Feb 2007

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Barry Zubel
Forum Moderator
Posts: 2793

« Reply #15 on 17/09/2008, 16:02 »

Actually, I'm fairly certain SA are an hour ahead, but don't observe BST so at some times they're two hours ahead.

Or is that the other way around - 2 hours ahead but are sometimes 1 hour ahead

argh! Too confusing!

B.

Barry Zubel : plusnet Community Site Forum Moderator
I'm a customer, not an employee
100x Core i7-980x, 12GB DDR3, ATI FirePro v8750 (realtime stats)

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