Changes to Digicare/Complaints & Introducing Customer Relations

[#1]

Sorry why are you addressing your post to me, as if I don't know about any of this and shouldn't be moaning.
Seems to me your post is more appropriate on the Feedback board with your failed Openreach engineer appointment. This isn't really anything to do with how many CRT members are here on the forum. The few that have been here are doing a sterling job, there just isn't enough of them and posts are going unattended.
PS. I think your mean Dec.2013.

[#2]

Quote from: Anotherone

If Plusnet attended to some of the basic problems with Openreach and BT Wholesale, then there wouldn't have to be so many staff constantly doing fire-fighting actions on places like Twitter or wherever they are

Anotherone,
Thank you pointing out my human fallibility. 
I rather thought that the cited experience rather well illuminated to point you had made - hard working PN staff expend effort making appropriate arrangements with BTOR / BTw who then unilaterally fail to deliver, thereby requiring yet more effort to placate disgruntled customers, chase BT and remake requests for service.  PN staff are needing to work twice as hard to stand still because of BTOR failures.

[#3]

@Jess How many of the team are detailed to monitor Usenet?

[#4]

The first rule about Usenet is we don't talk about Usenet.

[#5]

I thought it was a question worth asking in view of the recent posts on p.s.c-f!

[#6]

I'm beginning to wonder how many of the new CRT team actually exist...

[#7]

Andy,
I think they exist, they are just not that many in the forums.  There used to be a team of only 5 and we'd see at least three in here most days sometime or another.
There are now 15 in the combined team, but we rarely see more than one per day in here and the forums are just not getting the required coverage.

[#8]

Twitter takes care of one daily.

[#9]

Unfortunately looks like they too busy in Complaints DEPT 

[#10]

Originally it was 1 for Twitter, 1 for Facebook, 1.5 for Community depending on traffic with Chris and myself supporting.  The last .5 was other forrums and stat collection etc.  We've about the same numbers on Community as we did earlier in the year, but I think we are seeing more overspill from the phone queues on to here.  (as you'd expect)

[#11]

The original post  by Jess said:

Quote

Prior to July, our social media presence was dealt with by Digital Care, a team that consisted of 5 people.  By combining Digital Care with our Complaints Team, we now have up to 15 people who are able to cover these workflows across all of our brands, which includes Plusnet, Madasafish & Metronet.  In the near future, you will also see us begin to expand the hours we’re here on the forums and social media, in order to provide you all with a more improved customer experience.

I got the impression that we were going to see improved cover of the community forums.
Obviously the trumpeting by Jess was a load of bollocks if practically nothing has changed!

[#12]

That's the plan.  Just not there yet.  I'll see what I can do about getting a bit more detail on timescales.

[#13]

If I've interpreted the numbers correctly we've had over 4,100 new forum members in the last 12 months and it's a fair bet that many most have joined in order to get their complaints heard.
A substantial increase in workload for the staff patrolling the forum.

[#14]

Hopfully it wont get to the algo "sock puppet" stage like some other online help forums
AndyH's thoughs also crossed my mind, combined with the almost NDA levels of secrecy with last weeks MX960 /JunosOS (?) issue does make you think  

[#15]

Quote from: Kelly

That's the plan.  Just not there yet.

Silly me - with it being just under two months since the original post I should have realised expecting that even a tiny improvement by now was being totally unreasonable. Given the normal Plusnet way this time next year is far more realistic.