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Plusnet's Quality of Service

Leapy
Champion
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Registered: ‎11-04-2017

Plusnet's Quality of Service

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?

5 REPLIES 5
Baldrick1
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Re: Plusnet's Quality of Service

To quote Churchill: "Statistics are like a drunk with a lamp post, they are used more for support than illuminatiom".

HelloDuck
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Re: Plusnet's Quality of Service


@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

Baldrick1
Seasoned Hero
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Re: Plusnet's Quality of Service

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!

daveplus
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Registered: ‎25-08-2010

Re: Plusnet's Quality of Service

@Leapy 

If nobody answers the phone does the call exist?

Baldrick1
Seasoned Hero
Posts: 6,493
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Registered: ‎30-06-2016

Re: Plusnet's Quality of Service

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?