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Quality of service

Community Veteran
Posts: 8,425
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Registered: 02-08-2007

Quality of service

Under the heading, 'Quality of service' I see an additional 200 advisers will be employed and ofcom reports will be available.

This is good news and certainly welcomed by those who need to contact plusnet by phone as it should reduce waiting times but there are a number of questions that customers might be interested in but are unlikely to get the answer  on a open forum.

 

eg: Will it be possible to recruit an additional 200 staff and in what time frame ?

      Will the level of training for those staff be increased due to the number of customers who have had issues with broadband, billing and other service issues ?

      What additional measures will PN introduce to retain staff and in particular experienced staff ? As there is no point in training staff if you cannot retain them.

 

12 REPLIES
rongtw
Seasoned Hero
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Re: Quality of service

@gleneagles  Come on , HOW long have plusnet been promising more staff ?

promising to fix web mail ? or even New Billing system promises Cheesy

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Community Veteran
Posts: 8,425
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Registered: 02-08-2007

Re: Quality of service

@rongtw

Yes ok, you've got me on that one !

Grin

Community Veteran
Posts: 17,557
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Registered: 06-11-2007

Re: Quality of service

 Aw.... C`mon you guys.......  " Give us time..... and we`ll get there "..... 

Roll eyes

 

 

Nine years and counting...Embarrassed

 

https://community.plus.net/t5/Plusnet-Feedback/Suggestion-employ-more-staff-to-answer-tickets-and-ph...

Champnet
Aspiring Pro
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Re: Quality of service

As the support dept is a total financial liability to any Company, another 200 staff is going to cost a lot of money.

I wonder who's going to ultimately pay for them......

Community Veteran
Posts: 8,425
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Registered: 02-08-2007

Re: Quality of service

@shutter

 

It's ok for PN to say give us more time, what they forget is that some of us on the forum haven't got that much time left !

Wink

Minivanman
Seasoned Hero
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Re: Quality of service

Another 200 support staff?

Maybe Google bots have the answer. I mean, how are we ever going to know who we are actually talking to?

Scottish accent empathy, Indian accent despair, Yorkshire accent - have I actually got through to head office!  

PS. Welsh accent wrong number - rugby results and wet weekend holiday bookings only.  

 

I know where I am, I've been lost here before.
Browni
Aspiring Hero
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Registered: 02-03-2016

Re: Quality of service

Let's hope they know the difference between G.Fast/FTTP/FTTC Smiley
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
VileReynard
Seasoned Pro
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Registered: 01-09-2007

Re: Quality of service

Plusnet obviously haven't read https://www.bbc.com/news/amp/business-44065422

BT is to cut 13,000 jobs over three years, about 12% of its workforce, as it seeks to slim down its management and back-office roles.

The telecoms giant said that the job cuts and other measures would help it to reduce costs by £1.5bn.

Minivanman
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Re: Quality of service

They almost certainly will @Browni

Just imagine being given the choice of talking to a human doctor that knows a lot, or a bot that knows absolutely everything.

Who would you choose? 

I know where I am, I've been lost here before.
Browni
Aspiring Hero
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Re: Quality of service

@Minivanman right now I would go for the bot simply because the last 2 doctors I have had failed to cure a problem I have.
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Community Veteran
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Re: Quality of service


@Browni wrote:
Let's hope they know the difference between G.Fast/FTTP/FTTC Smiley

Ah, FTTC the aluminium cabling of the 2010's.  I can imagine the future helpdesk training: "Sorry Sir/Madam there's nothing we can do to improve your services. Our suppliers installed frankenfibre."

Now Zen, but a +Net residue.
Luzern
Seasoned Pro
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Registered: 31-07-2007

Re: Quality of service


@Champnet wrote:

As the support dept is a total financial liability to any Company, another 200 staff is going to cost a lot of money.

I wonder who's going to ultimately pay for them......


New flatter pay scales, that don't flatter?Funny

No one has to agree with my opinion, but in the time I have left a miracle would be nice.