topic Re: Customer Relations extended hours in Community Announcements

Customer Relations extended hours

LinnPlusnet — Mon, 06 Oct 2014 08:12:04 GMT

Hi all,
Following Jess' announcement regarding the changes to the Customer Relations team we can now confirm that starting today we will start trialling extending our working hours.
The team will work in different shifts to ensure that cover is provided between 9:00 - 20:00 Monday to Friday and 9:00 - 18:00 on Saturdays. Sundays will be our day of rest
Even though we won't have a full team working in the evenings between 17:30 and 20:00 we'll still aim to be present across the various platforms (Community, Twitter, Facebook, 3rd party sites and forums, and our official complaints channels), however, the cover won't be as heavy as it is during the day so please be patient with us whilst we make these adjustments.
That being said, this change is subject to change in the future depending on demand. We'll be reviewing the change over the next few months before making any permanent changes and we'll provide any updates along the way to you all.
If you have any questions about this, as always, please feel free to give us a shout!

Re: Customer Relations extended hours

TORPC — Mon, 06 Oct 2014 09:33:51 GMT

Nice one, Cheers Linn
I wish it every success

Re: Customer Relations extended hours

MauriceC — Mon, 06 Oct 2014 09:49:56 GMT

Quote from: Linn

......... the cover won't be as heavy as it is during the day so please be patient with us whilst we make these adjustments...........

OK time to nominate. Who's the secret doughnut addict?

Re: Customer Relations extended hours

TORPC — Mon, 06 Oct 2014 10:58:50 GMT

I think that may be between ?? & ??
Wonders how many of the Chris's would be in the running

Re: Customer Relations extended hours

Townman — Mon, 06 Oct 2014 13:18:48 GMT

Linn,
I hope the extended hours of coverage will not detract from the daytime volume of cover. The same totals hours spread more thinly has only limited benefit. There needs to be a net increase in staff hours to deliver real benefit.
Kevin

Re: Customer Relations extended hours

Chris — Mon, 06 Oct 2014 14:45:54 GMT

The same total hours, if worked correctly will mean better overall coverage as the team won't come in to as many threads/posts needing instant attention first thing in a morning. It should allow them to work smarter over the day.

Re: Customer Relations extended hours

Oldjim — Wed, 08 Oct 2014 17:19:52 GMT

It is now 18.19 and there are no staff on the Forum so who skived off early then
To add there is nobody on TBB either

Re: Customer Relations extended hours

Anotherone — Wed, 08 Oct 2014 17:36:21 GMT

eh? Well I can see MattyC, BobP and Adam C here!

Re: Customer Relations extended hours

Oldjim — Wed, 08 Oct 2014 17:42:21 GMT

So they have come back
That is why I specified a time

Re: Customer Relations extended hours

dvorak — Wed, 08 Oct 2014 17:43:04 GMT

maybe bob made the tea again and they were off recovering from the shock

Re: Customer Relations extended hours

Pettitto — Wed, 08 Oct 2014 17:56:57 GMT

Re: Customer Relations extended hours

Anotherone — Wed, 08 Oct 2014 17:58:56 GMT

I saw them there many minutes before my post and I thought I'd seen Chris as well, who is obviously now back - hello Chris

Re: Customer Relations extended hours

dvorak — Wed, 08 Oct 2014 18:16:39 GMT

who isn't CRT..

Re: Customer Relations extended hours

Anotherone — Wed, 08 Oct 2014 18:51:59 GMT

Quote from: Oldjim
.......and there are no staff on the Forum ...........

Chris is still staff, whether CRT or whether in his own time or not - you'd refuse help from him would you? or from paulmh5 who I've also seen on here recently?

Re: Customer Relations extended hours

Oldjim — Wed, 08 Oct 2014 19:02:57 GMT

Isn't it amazing
I note at one particular time that there are no staff on the forum and you insist on assuming that I am wrong because they are there at another time

Re: Customer Relations extended hours

Anotherone — Thu, 09 Oct 2014 08:36:47 GMT

Nope, wrong, they couldn't have been off many minutes because of the timings of your post and when | looked at who was on-line and when I then saw your post and when I posted. I think what you perhaps could read into my post is, that it might be a good idea to do a couple of checks at several minute intervals before assuming they'd skived off AFAIK they do (have to) log off sometimes to complete or check on whatever task they are dealing with

Re: Customer Relations extended hours

shutter — Fri, 10 Oct 2014 08:30:57 GMT

so... what happened to the increase in staff promised about 5 years ago... ( Chris`s famous last words...... Give us time.... we`re getting there )..
.... and, surely, the hours after 18.00 are going to be busy (ier) because...
A.... most people work during the day, and use the internet in the evening... therefore ( faults/problems ) it would mean more phone calls at that time...
B... a smaller staff level in the early evenings will make call waiting times longer.....
ipso facto.... worse customer service is expected....

Re: Customer Relations extended hours

Chris — Fri, 10 Oct 2014 08:42:14 GMT

@shutter,
The changes to shift patterns in this thread are specific to the team on the forums/social media/complaints. The rest of the support centre have different shift patterns covering 24/7.

Re: Customer Relations extended hours

Cecemf — Sat, 11 Oct 2014 13:12:20 GMT

Great news ! thank you guys