topic Re: Sheffield-based Help & Support in Community Announcements

Sheffield-based Help & Support

bobpullen — Wed, 17 Nov 2010 10:39:30 GMT

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.

Re: Sheffield-based Help & Support

Oldjim — Wed, 17 Nov 2010 10:46:30 GMT

Wonderful news
Should it say we have already moved them rather than we have made the decision to move them

Re: Sheffield-based Help & Support

jelv — Wed, 17 Nov 2010 10:48:00 GMT

I heard some loud cheering and wondered what on earth was going on - now I know!

Re: Sheffield-based Help & Support

198kHz — Wed, 17 Nov 2010 10:53:09 GMT

Best news from PN this year!

Re: Sheffield-based Help & Support

zubel — Wed, 17 Nov 2010 10:57:03 GMT

Obi-Wan: "A great disturbance in the Force. It was like a million voices crying out in unison, then suddenly silenced."
B.

Re: Sheffield-based Help & Support

Strat — Wed, 17 Nov 2010 10:59:14 GMT

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.

Re: Sheffield-based Help & Support

Wed, 17 Nov 2010 11:04:33 GMT

Have always telephoned into Sheffield anyway, but this is brilliant news - smilies say it all!

Re: Sheffield-based Help & Support

pierre_pierre — Wed, 17 Nov 2010 12:02:43 GMT

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

Re: Sheffield-based Help & Support

Be3G — Wed, 17 Nov 2010 12:09:07 GMT

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?

Re: Sheffield-based Help & Support

bobpullen — Wed, 17 Nov 2010 12:51:22 GMT

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.

Re: Sheffield-based Help & Support

Oldjim — Wed, 17 Nov 2010 13:56:21 GMT

off topic posts split off and moved to http://community.plus.net/forum/index.php/topic,90766.0.html

Re: Sheffield-based Help & Support

snozboz — Wed, 17 Nov 2010 13:58:31 GMT

I'm so glad!
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.

Re: Sheffield-based Help & Support

Wed, 17 Nov 2010 16:11:48 GMT

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.

Re: Sheffield-based Help & Support

artmo — Wed, 17 Nov 2010 16:16:10 GMT

Glad to see it's back in Sheffield and nice to see PN has created some jobs to accommodate the extra work.
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.

Re: Sheffield-based Help & Support

LiamM — Wed, 17 Nov 2010 16:23:29 GMT

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.

Re: Sheffield-based Help & Support

Midnight_Caller — Wed, 17 Nov 2010 19:10:14 GMT

@Bob, I vaguely remember saying keep the customer support in Sheffield, it is good to see that at last you are seeing sens.
Are PlusNet going to shutdown Africa support center and move all back home to Sheffield?
So that All Billing, Signup's and so on, will be handled by Sheffield only!

Re: Sheffield-based Help & Support

mal0z — Wed, 17 Nov 2010 19:39:43 GMT

Well done guys - excellent news. I really do think having a UK based service centre is an very good sales aid - as lots of people are fed of overseas call centres .
And it's great too you are investing in new staff in Sheffield - a great thing to do in these difficult days.

Re: Sheffield-based Help & Support

idlewis — Wed, 17 Nov 2010 22:36:24 GMT

Hurrah!
I am so happy as I am all for home grown companies to employ homegrown talent.
When I was on Madasafish, people I spoke to were South African, we both found it difficult to know what each other were saying so it is is good news that it will all be one place in Sheffield.
1. When will the party celebarations start and invite people who use the forums
2. Will we be introduced to the new staff and what roles they have?
3 Plusnet Towers must be huge if got quite a lot of staff.

Re: Sheffield-based Help & Support

john50 — Wed, 17 Nov 2010 23:00:03 GMT

Well done, a great decision and I'm sure it will pay dividends for Plusnet (and us)
Now if you could just manage to get me 20mb broadband I'll be well happy

Re: Sheffield-based Help & Support

VileReynard — Wed, 17 Nov 2010 23:05:28 GMT

Can I say, I told you so?
BTW read my sig!