topic Re: Customer Options Team - extended opening hours in Plusnet Feedback

Customer Options Team - extended opening hours

jelv — Sat, 21 May 2011 15:06:31 GMT

I have today received a PM from member of Plusnet staff to say that the extended opening hours trial for the Customer Options Team* ended yesterday. How it can be a realistic trial when all the help pages still say "9:00am to 5:30pm Mon – Fri (except Bank Holidays)" defeats me.
Prediction: The official line from Plusnet will be one of two things. Either they will say the trial proved there was insufficient demand (not surprising when they did nothing to let customers know the hours had been extended) or we won't get any comment at all.
* The Customer Options Team are the people you have to talk to to request a MAC

Re: Customer Options Team - extended opening hours

Chris — Sat, 21 May 2011 17:03:04 GMT

The trial has ended yes, however that's not to say we won't look at doing this again in future. Let me find out the reasons behind it when I'm back in the office on Monday and see if we do trial it again that we can get some more visibility around it.
I'm not sure which member of staff sent you the private message, however I'm sure from the fact that you're posting the information in here that they gave you permission to do so?

Re: Customer Options Team - extended opening hours

jelv — Sat, 21 May 2011 17:15:41 GMT

The message was because of my signature - I don't think it unreasonable to explain why I have edited it. Given that it was a member of Digital Care who publicised the trial in the first place, I'm not sure why you have concerns about it's ending also being publicised.

Re: Customer Options Team - extended opening hours

pierre_pierre — Sat, 21 May 2011 17:37:40 GMT

At least he did thank me for my help
[Moderator's note by Jim (Oldjim) quoted PM removed as this is against the Forum Rules ]

Re: Customer Options Team - extended opening hours

jelv — Sat, 21 May 2011 18:08:04 GMT

That's the same as the message I received.

Re: Customer Options Team - extended opening hours

phil4 — Sat, 21 May 2011 19:39:02 GMT

I guess it all depends on the goal/aims of the trial.....
It may have been to see whether there were enough willing staff (for more than just a one off).
Or perhaps to see if the management structure worked out of hours.
Unless it was something like the above the lack of publicity is a little odd.

Re: Customer Options Team - extended opening hours

ITWorks — Sat, 21 May 2011 19:42:25 GMT

So Plusnet, were could customer find out the the opening times for COT was until 7pm last week?
As i said here, http://community.plus.net/forum/index.php/topic,95538.msg807850.html#msg807850 , if customer are not aware of the trial , then there is no point of it
Regards
Mike

Re: Customer Options Team - extended opening hours

Chris — Sat, 21 May 2011 20:03:33 GMT

The trial was to see how many calls in were made if the changes weren't advertised, hence us not changing the pages. If we do trial this again I'm sure we'll look at changing the pages to get an indication of any change in call patterns from it.