Plusnet's Quality of Service
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Plusnet's Quality of Service
13-08-2020 11:16 AM
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I'm very happy to read about the Plusnet Quality of Service and the reports https://www.plus.net/help/quality-of-service/?_ga=2.158496953.2019834623.1596894640-935552084.155916...
However, I have to ask, are you mesuring the right things and are the service level agreements challenging enough?
Re: Plusnet's Quality of Service
13-08-2020 11:56 AM
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To quote Churchill: "Statistics are like a drunk with a lamp post, they are used more for support than illuminatiom".
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Re: Plusnet's Quality of Service
13-08-2020 12:24 PM
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@Leapy wrote:
I'm very happy to read about the Plusnet Quality of Service and the reports https://www.plus.net/help/quality-of-service/?_ga=2.158496953.2019834623.1596894640-935552084.155916...
However, I have to ask, are you mesuring the right things and are the service level agreements challenging enough?
Are the people who waited for a long time then ended the call without speaking to anyone counted or dismissed because they actual did not speak to anyone ?
HD
Re: Plusnet's Quality of Service
13-08-2020 12:34 PM
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Maybe the automatic system that tells you how important your call is then puts you in a queue or else tells you to come to this forum counts as answering a call!
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Re: Plusnet's Quality of Service
13-08-2020 1:46 PM
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If nobody answers the phone does the call exist?
Re: Plusnet's Quality of Service
13-08-2020 3:03 PM
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That's my point. If a call is answered, be it by an answering machine that puts you in a never ending queue, does that count? Also are calls to the new subscriber agents, who answer quickly, counted?
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