Telephone support hours changing at Plusnet

[#1]

I don't see that as relevant. The manner in which Support calls are handled is not pertinent to the fact that they are handled whether business or residential. In any event the offices are still manned, they have to be, the network has to be monitored etc and there are other tasks being done by the few staff that work overnight.

[#2]

I just have a bad feeling that any improvement in the call waiting times will be so minor that it will effectively be no improvement to the customer experience.
For example, instead of holding for an hour, it's now only 45 minutes.
But - I may be wrong on that, so let's hope for the best.

[#3]

I don't believe for one moment that cutting residential overnight customer service will result in any noticeable improvement in daytime call wait times.

[#4]

Wonder if anyone here has access to service levels to clients using Waitrose/J Lewis product provided by PN of course??

[#5]

Quote from: Anotherone

I don't believe for one moment that cutting residential overnight customer service will result in any noticeable improvement in daytime call wait times.

I agree... Plusnet taking the few staff that work nights and adding them to the day time team may reduce waiting time a bit but not enough, but to be honest I don't believe this is the case anyway...
Plusnet have been saying that they have been actively recruiting staff for there call centres for some time now & as said Plusnet's night staff undertook other tasks as well as answering the support lines... I think Plusnet might just be wanting to close line down over night... why I can't be sure but maybe its so they have a maintenance window, or most likely saving them cash somewhere...
All I know is the following needs to be reviewed if its telling the truth!

£45,000 per could pay wages for "a lot" of staff with a very good wage! and still put some money in the pot for investment in the service and maybe even a bit left over for some good work bonuses
But no giving the service is the best way forward I suppose.... 

[#6]

If you're suggesting scrapping the 'refer a friend' payments, then you'll find a lot of forum users on here who would be very very unhappy with such a change.

[#7]

I didn't say scrap, but it needs to be reviewed... I'm all for people getting rewarded for bringing a customer or 2 over but not for allowing them to make it a profit making business.
I think a restriction on the limit of referrals and the length at which a referral discount lasts is maybe a good way too go.

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then you'll find a lot of forum users on here who would be very very unhappy with such a change.

That's a shame! But I suppose those same people aren't too fussed about the reduction of support hours as they don't have to go to work to earn money to pay for their broadband and the support staff they so gladly don't mind using... 

[#8]

I think some of the people that are unhappy on this thread are long term customers with decent referral payments.
You're in for a major backlash from them by even suggesting changing the referral payments.

[#9]

Well looks like I've touched a nerve with this then  

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You're in for a major backlash from them by even suggesting changing the referral payments.

Yeah well as Mrs. Brown always says "That's Nice"
UPDATE:
So we are silly because we expect to much from cheap broadband but someone not paying for their broadband is ok  

[#10]

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then you'll find a lot of forum users on here who would be very very unhappy with such a change.

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That's a shame! But I suppose those same people aren't too fussed about the reduction of support hours as they don't have to go to work to earn money to pay for their broadband and the support staff they so gladly don't mind using...

Well i am one of those with referrals , and yes i am very fussed about the reduction in support hours.
Whilst i get a reduction in my cost for my broadband , that is far smaller than what PN get in each month  from my referrals 
The majority of my referrals are still with PN after their initial contract. Its is a good unique selling point, bring in new customers to PN and get a little thank you for it .
Regards
Mike     

[#11]

How many referral's do you currently have active?
How many of them do you know are still within contract or now on a rolling service agreement?
We do have to be honest with ourselves and ask why it is that one of the value broadband companies lets us also earn credit to the point where it it becomes pure profit.
I have one referral credit running on my ADSL account and that will disappear once this fibre account is closed "not that i'm too fussed"

[#12]

Would anyone make any fresh referrals?
You would have to reveal that the customer support is a bit rubbish and certainly not a priority.

[#13]

All are either in their initial contract or a re contracted.
What you have to remember, is  that PN have offered the referral program long before they were competing at low cost end of the market
If a small out going cost , brings you in bigger revenue , then that is surely good business ?

Quote from: vilefoxdemonofdoom

Would anyone make any fresh referrals? You would have to reveal that the customer support is a bit rubbish and certainly not a priority.

Last one of me was beginning of the year, On most my referrals , i am an authorised user, so will contact PN for them. But would certainly tell them of the more restricted opening hours .

Regards
Mike

[#14]

So I think the referral system should remain but once the customer referred is out of contract the referral amount should reduce or come to an end... those that re-contract do it because they either want a better service or price and the referral then should end.
But currently they pay £1.25 per month to someone referring someone into a free or (currently) £2.50 contract... and when you think of the costs involved in supplying that service without the referral credit the profits are very small if non existant
You never mentioned how many referrals you have got active?

[#15]

Quote from: The

You never mentioned how many referrals you have got active?

For what purpose, do you need that information  
Regards
Mike