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Sheffield-based Help & Support

bobpullen
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Sheffield-based Help & Support

‎17-11-2010 10:39 AM

This forum thread is for discussion surrounding the recent announcement to move all Plusnet customer support services back to the UK. This includes supports for the other brands we look after like Madasafish and Metronet.
A copy of that announcement can be seen here.
Edit: added clarification about non-Plusnet brands.

Bob Pullen
Plusnet Product Team
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Oldjim
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Re: Sheffield-based Help & Support

‎17-11-2010 10:46 AM

Wonderful news  Grin Grin Grin
Should it say we have already moved them rather than we have made the decision to move them
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jelv
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Re: Sheffield-based Help & Support

‎17-11-2010 10:48 AM

I heard some loud cheering and wondered what on earth was going on - now I know!
jelv (a.k.a Spoon Whittler)
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198kHz
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Re: Sheffield-based Help & Support

‎17-11-2010 10:53 AM

Best news from PN this year!    Smiley Smiley Smiley
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zubel
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Re: Sheffield-based Help & Support

‎17-11-2010 10:57 AM

Obi-Wan: "A great disturbance in the Force. It was like a million voices crying out in unison, then suddenly silenced."
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Strat
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Re: Sheffield-based Help & Support

‎17-11-2010 10:59 AM

As a lifelong Sheffielder I'm pleased to hear about the local job creations.
As a Plusnetter of quite a few years and a Moderator of substantially less I am pleased to see fully UK support restored.
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Re: Sheffield-based Help & Support

‎17-11-2010 11:04 AM

     


Have always telephoned into Sheffield anyway, but this is brilliant news - smilies say it all!
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pierre_pierre
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Re: Sheffield-based Help & Support

‎17-11-2010 12:02 PM

and as I get free calls to 0114 on my mobile from home or local (Well 500 mins a month)  but have to pay for 0845 thats great news
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Be3G
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Re: Sheffield-based Help & Support

‎17-11-2010 12:09 PM

Excellent news indeed – and I hope we do indeed see the return of the geographic number to prominence. On the other hand, it does add another U-turn to Plusnet's list – I remember when Plusnet used to use a non-geographic number as standard, then in a move to gain respect they started pushing the non-geographic number to the point that it was the main one publicised, then there was the return to non-geographic (along with a possibility which never materialised of an 03 number), and now here we are going back to geographic! Or, at least I hope we are.
My main concern though is support levels. Support (via ticket anyway) is still not as prompt as it should be at the moment, despite the high levels of recruitment that have been taking place. Surely removing Africa from the equation will therefore only make things worse?
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bobpullen
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Re: Sheffield-based Help & Support

‎17-11-2010 12:51 PM

Quote from: Be3G
Excellent news indeed – and I hope we do indeed see the return of the geographic number to prominence.

That's the plan.
Quote from: Be3G
My main concern though is support levels. Support (via ticket anyway) is still not as prompt as it should be at the moment, despite the high levels of recruitment that have been taking place. Surely removing Africa from the equation will therefore only make things worse?

At any one time there were about 70 operational staff over in SA. Over the last 12 months we've employed more than double that here in Sheffield. We've also brought many of the workflows back here over recent months (e.g. Provisioning, Failed Billing, Tech). There are another 15 bods (most technical) going through training at the moment and that's not the last of them!
Obviously it'll take a short while for the support centre to get accustomed to the changes operationally, and for the newer starters to find their feet, but I don't see this being anything to be too worried about TBH.

Bob Pullen
Plusnet Product Team
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Oldjim
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Re: Sheffield-based Help & Support

‎17-11-2010 1:56 PM

off topic posts split off and moved to http://community.plus.net/forum/index.php/topic,90766.0.html
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snozboz
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Re: Sheffield-based Help & Support

‎17-11-2010 1:58 PM

I'm so glad!  Cheesy
Maybe a slight feeling of "told you so" - I was at the open day at Plusnet towers when the Durban support centre was announced, and all the users there expressed their concern about not having UK-only support.
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Re: Sheffield-based Help & Support

‎17-11-2010 4:11 PM

Just read the blog and it occurred to me that there is no mention of what will happen to the staff in Durban.
I understand that South Africa has its fair share of problems and I do hope that the people there will not be made redundant from their much-needed jobs.
Please can you let us know what will happen to the Madasafish/Plusnet staff?
I am glad that everything is coming back to Sheffield but would be sad to think of hardship, especially when such a lot of work has gone into integrating the two ISPs.
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artmo
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Re: Sheffield-based Help & Support

‎17-11-2010 4:16 PM

Glad to see it's back in Sheffield and nice to see PN has created some jobs to accommodate the extra work. Smiley
There was a rush some years ago to move call centres overseas but many companies have realised it was a mistake and brought them back to the UK again.
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LiamM
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Re: Sheffield-based Help & Support

‎17-11-2010 4:23 PM

Quote from: poppy
Just read the blog and it occurred to me that there is no mention of what will happen to the staff in Durban.
I understand that South Africa has its fair share of problems and I do hope that the people there will not be made redundant from their much-needed jobs.
Please can you let us know what will happen to the Madasafish/Plusnet staff?
I am glad that everything is coming back to Sheffield but would be sad to think of hardship, especially when such a lot of work has gone into integrating the two ISPs.

The staff in Durban were not actual Plusnet employees.  Plusnet outsourced support to a larger contact centre who not only worked for Plusnet but also various other clients.  I hope they can be redeployed elsewhere.
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