topic Re: Customer support stats in Plusnet Feedback

Customer support stats

jetstar — Sat, 16 Aug 2014 17:54:16 GMT

The ' longest call waiting now ' is stuck at ' currently unavailable ' Not sure why this is but It always was displayed when call wait times were displayed at five minute intervals. Can you fix it, Plusnet ?

Re: Customer support stats

Oldjim — Sat, 16 Aug 2014 17:57:58 GMT

Nope
It has been broke since the phone system was upgraded
I assume it is in the queue to be fixed some time
http://community.plus.net/forum/index.php/topic,126464.0.html

Re: Customer support stats

LinnPlusnet — Mon, 18 Aug 2014 08:07:43 GMT

Hi jetstar,
We're sorry for any inconvenience this causes. Our engineers are working with our suppliers to get this working again, however, at the moment we do not have a confirmed date when this will happen.

Re: Customer support stats

Townman — Mon, 18 Aug 2014 16:36:52 GMT

Hi Linn,
I really do not want to arm wrestle with you (I might loose) but this is the same answer given a few weeks back...

Quote from: Chris
The reporting for it is stuck at the moment, we've notified the relevant person to get this sorted so should be back to normal shortly.

Quote from: Chris
It'll be in one of our regular releases of code updates, the cut off for next week's has already gone so it'll be the one 3 weeks after that.

Quote from: Chris
It looks as though it wasn't reporting correctly last night, looks better now though?
The "Currently unavailable" is still being investigating by our third party vendor.

The stats reporting has not been overly right since the new telephony system was installed; do you have an SLA with this vendor? Poor stats reporting only makes a poor situation look worse than it really is.
Kevin

Re: Customer support stats

LinnPlusnet — Tue, 19 Aug 2014 08:15:25 GMT

Hi Kevin,
Yes, I know this is the same answer we've given previously but that doesn't make it any less true which I can appreciate is frustrating. The problem is in the hands of the suppliers and all we can do is wait and let them resolve this issue.
Unfortunately we don't have an SLA on a fix but I'm keeping my eyes peeled and my ears open for any updates on this problem.

Re: Customer support stats

avatastic — Tue, 19 Aug 2014 08:18:21 GMT

Quote from: Townman
The stats reporting has not been overly right since the new telephony system was installed; do you have an SLA with this vendor? Poor stats reporting only makes a poor situation look worse than it really is.

More likely they don't want to advertise the 30-45 minute average call wait time to prospective customers and are blaming it on supplier problems.

Re: Customer support stats

AndyH — Tue, 19 Aug 2014 08:24:50 GMT

+1
You would think this isn't something they actively want to fix.

Re: Customer support stats

Oldjim — Tue, 19 Aug 2014 08:28:43 GMT

and the graph is obviously borked as there is no way it should flat line at about 20 calls

Re: Customer support stats

ITWorks — Tue, 19 Aug 2014 08:30:03 GMT

Quote from: Linn
I know this is the same answer we've given previously

PN are experts in this
Regards
Mike

Re: Customer support stats

avatastic — Tue, 19 Aug 2014 08:36:36 GMT

Quote from: Oldjim
and the graph is obviously borked as there is no way it should flat line at about 20 calls

Unless there are only 20 people working in the call centres.

Re: Customer support stats

Oldjim — Tue, 19 Aug 2014 08:38:07 GMT

Except that is the number of inbound calls including all those on hold waiting for an answer

Re: Customer support stats

gofaster — Tue, 19 Aug 2014 08:50:39 GMT

... and the graph is still being cached so you have to use F5 to see the current graph.
And the Average closure time for Questions hasn't been updated since Friday...
Does anyone know how the Average Closure Time is calculated i.e. over what period is it averaged? When does the clock start/stop ticking etc

Re: Customer support stats

spraxyt — Tue, 19 Aug 2014 11:12:11 GMT

The small print says "these question handling stats relate to questions directed at our front-line support team" I assume such questions should be answered with one touch so the question counts as "closed" when returned to the customer. That would make "Average closure time" the average time to first answer even if actual closure follows additional submit/reply cycles.

Re: Customer support stats

Townman — Tue, 19 Aug 2014 11:26:28 GMT

Quote from: Linn
I know this is the same answer we've given previously but that doesn't make it any less true,,,

Hi Linn,
I never said, nor did I intend to suggest that the statement was not true, simply that resolution is extremely protracted. "It is with our suppliers" is becoming as over used as "We know this is not good enough, we are working on improvements, please bear with us...".
I don't want to shoot the messenger, but these are just words in place of resolution actions. As you can see above, the failure to resolve and publish accurate figures simply fuels conspiracy theories which only do harm.
Seems like you could do with a kick arse supplier manager - in a number of areas! If there is no SLA then someone in purchasing should be shot!
Cheers,
Kevin