Ticket replies to Forum questions
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Ticket replies to Forum questions
06-03-2014 12:58 PM
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I can understand the logic behind this when there may be confidential information involved in the reply, but surely the whole point of this forum is for help to be given in a public manner, which benefits not only the OP but anyone else who may be searching the forums for help with a similar situation?
Re: Ticket replies to Forum questions
06-03-2014 12:59 PM
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Re: Ticket replies to Forum questions
06-03-2014 1:02 PM
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Re: Ticket replies to Forum questions
06-03-2014 1:05 PM
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Re: Ticket replies to Forum questions
06-03-2014 1:21 PM
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Quote from: Jaggies it can be quite frustrating to follow a post from initial problem to resolution, without actually finding out what the fix was
Frustrating isn't the word I would use.
Those threads might just as well be deleted as they are in effect censored anyway.
Re: Ticket replies to Forum questions
06-03-2014 1:26 PM
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Re: Ticket replies to Forum questions
06-03-2014 2:01 PM
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I've been posting and lurking on this forum since the beginning of the year, and the PlusNet response has not changed - they know that their call centre service is unacceptable, they are happy to continue to enjoy their earlier reputation for good customer service, and they are very sorry.
Plusnet - you can only get away with this for a limited period of time!
Re: Ticket replies to Forum questions
06-03-2014 3:32 PM
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Unfortunately this isn't a quick fix, and we know there's still work to be done to get things back to a level that's acceptable. We really are sorry for this, and we'll keep doing our best to help out on the Forums.
Re: Ticket replies to Forum questions
06-03-2014 4:12 PM
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You should pay whatever it costs to persuade your call centre staff to work from very early in the morning until very late at night, and you should find a way to offer a call-back service so that your customers can plan their day around something more enjoyable than trying to contact their phone/broadband provider.
Re: Ticket replies to Forum questions
06-03-2014 4:33 PM
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Re: Ticket replies to Forum questions
06-03-2014 5:04 PM
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Quote from: KK offer a call-back service
Looking over this forum that service appears to have been offered many times.
Unfortunately a follow up post often says that the call never materialised and that a further wait on the phone had to be undertaken to find out what happened.
Re: Ticket replies to Forum questions
06-03-2014 5:11 PM
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Making outbound calls takes agents away from taking inbound calls, which is the primary focus, with the call centre being an inbound orientated environment. Would you really want to risk making the call queues longer?
These people also cost money, perhaps paying more for your broadband connection would help facilitate a call back service?
Re: Ticket replies to Forum questions
06-03-2014 5:42 PM
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Re: Ticket replies to Forum questions
06-03-2014 5:58 PM
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Quote from: Mattz0r Making outbound calls takes agents away from taking inbound calls
On the contrary, it's a very effective way of managing the peaks and troughs of incoming calls when the staff are rostered to work for hours at a time so numbers available fluctuate on a longer timescale.
Improves the efficiency of a call centre quite considerably. And of course reduces customer frustration.
Re: Ticket replies to Forum questions
07-03-2014 4:42 AM
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