Rumour about Customer Support
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Rumour about Customer Support
17-09-2008 12:38 PM
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If this is the case it would be a very negative step for Plusnet.
Has anyone else heard of this and is there any truth to the rumour
Re: Rumour about Customer Support
17-09-2008 12:46 PM
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Re: Rumour about Customer Support
17-09-2008 1:05 PM
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That's the thing with rumours though - they can be about just about anything and people believe them.. and even if they don't believe them they distribute them.
As I understand it, MAAF support will stay in Durban, and the various vISP brands will stay in Sheffield.
B.
Re: Rumour about Customer Support
17-09-2008 1:41 PM
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Re: Rumour about Customer Support
17-09-2008 1:45 PM
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Re: Rumour about Customer Support
17-09-2008 1:49 PM
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Ex-Broadband Service Manager
Re: Rumour about Customer Support
17-09-2008 1:51 PM
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Quote from: Peter You know we’re open about these things
Re: Rumour about Customer Support
17-09-2008 2:01 PM
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the PRIME reason I moved to PN was I was fed up with overseas call centres, and I was impressed with the Sheffield based team.
Maybe OK for large international companies - having three or four call centres around the clock to follow the sun, but NOT for a company that's customer base is largely UK based.
Re: Rumour about Customer Support
17-09-2008 3:04 PM
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If indeed it is true I'd be stunned as well as horrified.
This was discussed at some length at the Open Day when the point was made very firmly and clearly that PN's UK CSC was about the biggest selling point PN could possibly have. To outsource it to SA, or indeed ANY other country would have a profound negative effect on both new business and retention of existing business.
Haven't PN realised by now that the quality of their CSC is what seperates them from every other ISP?
Re: Rumour about Customer Support
17-09-2008 3:17 PM
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For those that attended the open day a few months ago the very subject came up and PlusNet stated that they had no plans whatsoever to 'close down' the CSC operations in Sheffield or 'shift' it to SA. But I am sure there are some things that make sense to 'share the load' since SA and Sheffield are now all using Workplace and have more aligned working practices / departments / workstreams.
We also shouldn't forget that the MAAF support team in SA were already winning awards prior to the integration with PlusNet - so I think the support that MAAF customers already get from SA is pretty solid.
Pete has said we'll hear more by the end of today so lets just wait and see what they come up with.
Re: Rumour about Customer Support
17-09-2008 3:38 PM
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Personally, I can't see this as a problem but I would not like to see our CS ladies and gents discharged from their duties.
As well as having good service, the CS in Sheffield is the main reason for my continued loyalty to PN.
Re: Rumour about Customer Support
17-09-2008 3:39 PM
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Let's wait until Plusnet respond before someone has Sheffield up for sale on eBay
Re: Rumour about Customer Support
17-09-2008 3:41 PM
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Also if it is true, when businesses try to save money they'll try to justify that it is any other reason than the real one (i.e. save money) for doing something. Usually it'll be 'quality of service' which will be touted .. I just hope it's not just a cost-cutting exercise (of course that'll never be admitted, even if it is)
Re: Rumour about Customer Support
17-09-2008 3:49 PM
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Quote from: poppy but as our night is daytime in South Africa, the possibility of transferring calls overnight was being looked at. This seems to make sense when looking at the call statistics.
I think someone needs a geography lesson :-))
South Africa is only an hour or so ahead of us -
http://www.worldtimezone.com/
I know of several people who have abandoned BT for phone / broadband etc - because they are so fed of their overseas call centres.
Re: Rumour about Customer Support
17-09-2008 3:51 PM
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Quote from: poppy ......... but as our night is daytime in South Africa, the possibility of transferring calls overnight was being looked at. This seems to make sense when looking at the call statistics. ......
Hmmmmmmm , Not on this planet it isn't! South Africa is on the same Time Zone as the UK, Ireland and Portugal so that doesn't make sense. India is five and a half hours ahead and the USA is between 5 and 10 hours behind. So if that was an imperative, Borneo, Thailand, Cambodia, ViettNam would be best placed for the early shift and Mexico, Venezuela and Guyana would be best for the twylight shift.
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