topic Re: Ticket replies to Forum questions in Plusnet Feedback

Ticket replies to Forum questions

Jaggies — Thu, 06 Mar 2014 12:58:09 GMT

I've noticed over the last few weeks that staff replies to forum posts have increasingly been along the lines of "I've created ticket no [...] on your account with your answer".
I can understand the logic behind this when there may be confidential information involved in the reply, but surely the whole point of this forum is for help to be given in a public manner, which benefits not only the OP but anyone else who may be searching the forums for help with a similar situation?

Re: Ticket replies to Forum questions

Chris — Thu, 06 Mar 2014 12:59:35 GMT

Anything that's account specific, or where it's borderline we will be cautious and reply on a ticket. Often we'll find that the customer posting in the forum has created a ticket, so we need to reply there anyway.

Re: Ticket replies to Forum questions

Jaggies — Thu, 06 Mar 2014 13:02:55 GMT

I fully agree, but it can be quite frustrating to follow a post from initial problem to resolution, without actually finding out what the fix was (if any).

Re: Ticket replies to Forum questions

Chris — Thu, 06 Mar 2014 13:05:20 GMT

I agree, if the customer wants to post then fine, however we can't in some instances.

Re: Ticket replies to Forum questions

billnotben — Thu, 06 Mar 2014 13:21:52 GMT

Quote from: Jaggies
it can be quite frustrating to follow a post from initial problem to resolution, without actually finding out what the fix was

Frustrating isn't the word I would use.
Those threads might just as well be deleted as they are in effect censored anyway.

Re: Ticket replies to Forum questions

picbits — Thu, 06 Mar 2014 13:26:19 GMT

I'll second what has been said above - maybe have some kind of signature on the person who resolves the ticket saying "If you are happy to post the resolution to this issue on the forums please do as it may help other members" or similar.

Re: Ticket replies to Forum questions

KK — Thu, 06 Mar 2014 14:01:12 GMT

The real issue is that the call centre response is so poor that people are trying to bypass the call centre altogether and get a better service on the forum.
I've been posting and lurking on this forum since the beginning of the year, and the PlusNet response has not changed - they know that their call centre service is unacceptable, they are happy to continue to enjoy their earlier reputation for good customer service, and they are very sorry.
Plusnet - you can only get away with this for a limited period of time!

Re: Ticket replies to Forum questions

Pettitto — Thu, 06 Mar 2014 15:32:13 GMT

We've been open and honest about the problems we've got with our call answer times and we're continually working hard to improve this.
Unfortunately this isn't a quick fix, and we know there's still work to be done to get things back to a level that's acceptable. We really are sorry for this, and we'll keep doing our best to help out on the Forums.

Re: Ticket replies to Forum questions

KK — Thu, 06 Mar 2014 16:12:31 GMT

Being 'open and honest' about your poor customer service does not make any difference to somebody who has been hanging on to the phone for an hour or so, especially if they have already had to call you more than once about a problem which you have failed to deal with.
You should pay whatever it costs to persuade your call centre staff to work from very early in the morning until very late at night, and you should find a way to offer a call-back service so that your customers can plan their day around something more enjoyable than trying to contact their phone/broadband provider.

Re: Ticket replies to Forum questions

Pettitto — Thu, 06 Mar 2014 16:33:03 GMT

Thanks for your valuable feedback, I'll ensure that gets passed on.

Re: Ticket replies to Forum questions

billnotben — Thu, 06 Mar 2014 17:04:45 GMT

Quote from: KK
offer a call-back service

Looking over this forum that service appears to have been offered many times.
Unfortunately a follow up post often says that the call never materialised and that a further wait on the phone had to be undertaken to find out what happened.

Re: Ticket replies to Forum questions

Mattz0r — Thu, 06 Mar 2014 17:11:46 GMT

Just to add to the above:
Making outbound calls takes agents away from taking inbound calls, which is the primary focus, with the call centre being an inbound orientated environment. Would you really want to risk making the call queues longer?
These people also cost money, perhaps paying more for your broadband connection would help facilitate a call back service?

Re: Ticket replies to Forum questions

KK — Thu, 06 Mar 2014 17:42:59 GMT

If any organisation's prices are insufficient to provide a reasonable level of customer service, then they should say so either in their advertising, or in their terms and conditions.

Re: Ticket replies to Forum questions

HPsauce — Thu, 06 Mar 2014 17:58:59 GMT

Quote from: Mattz0r
Making outbound calls takes agents away from taking inbound calls

On the contrary, it's a very effective way of managing the peaks and troughs of incoming calls when the staff are rostered to work for hours at a time so numbers available fluctuate on a longer timescale.
Improves the efficiency of a call centre quite considerably. And of course reduces customer frustration.

Re: Ticket replies to Forum questions

eblakeborough — Fri, 07 Mar 2014 04:42:19 GMT

It would only improve it if the amount of agents remained static. The level of agents rises and falls throughout the day which would need to be raised to enable a call back service. The problem here is that there is never a spare moment to call someone back which is why what Matt said is completely true. If we were to offer call backs then in general it is in place of an agent taking an inbound call - thereby increasing call times.

Re: Ticket replies to Forum questions

JohnJ-B — Fri, 07 Mar 2014 07:09:11 GMT

Quote from: Ed
If we were to offer call backs then in general it is in place of an agent taking an inbound call - thereby increasing call times.

Sorry, Ed, but I don't agree with your logic, here!
Providing a Call-Back facility does NOT increase the total number of Calls that an Agent Handles.
However, it does remove a "Holding-Caller" from the queue - hence reducing the amount of time a Customer is on hold!
True, it doesn't change the effective dynamics, the Customer is still waiting for his query to be dealt with but, at least he is NOT having to hang onto the phone!
I would suggest that this would lead to less Customer-Frustration - which has to be a good thing for PN!
I would even go as far as to "suggest" that the actual Calls might be a bit more efficient/speedier as they will no longer have to include the obligatory "I've been waiting bl**dy hours, on this phone"!

Re: Ticket replies to Forum questions

MauriceC — Fri, 07 Mar 2014 13:29:35 GMT

Quote from: Ed
It would only improve it if the amount of agents remained static.

I also disagree with this 'logic'. A sensibly managed 'blended' Call Centre can be much more efficient than 'Incoming only'. Yes it can be difficult to manage, but it CAN| be made to work. I have installed and ran such a service for a local branch of a big organisation and after a short settle in period and a number of "The way we do things" changes, it has proved very effective. It must be worth further investigation - must be more effective than the rather extended period of "We will do better soon." that's been ongoing for 6 months or more?
Maurice

Re: Ticket replies to Forum questions

eblakeborough — Fri, 07 Mar 2014 14:38:25 GMT

Thinking about it i agree - If the phone system were changed to allow a call back from the outset then yea it would reduce the call times - When I was replying I mis-read your post
I blame working nights and posting in the daytime For some reason I thought you meant calling up then being offered a call back.
My bad sorry.

Re: Ticket replies to Forum questions

eblakeborough — Fri, 07 Mar 2014 14:51:28 GMT

I'm going to find out why we can't do that though - it does seem like a good idea.

Re: Ticket replies to Forum questions

lewisskinner — Fri, 07 Mar 2014 15:08:38 GMT

Quote from: JohnJ
I would even go as far as to "suggest" that the actual Calls might be a bit more efficient/speedier as they will no longer have to include the obligatory "I've been waiting bl**dy hours, on this phone"!

I don't think that 'bl**dy' has quite cut the mustard recently!
But yes, I agree with your point. I wonder if our new phone system has this service built-in? Ed and I will raise this when we're back on shift tonight