Maybe Spark should setup a recruitment booth outside of Vodafone?

WyleECoyoteNZ:

 

Maybe Spark should setup a recruitment booth outside of Vodafone?

 

Based on their support reputation, i'd prefer not? /s

hio77:

WyleECoyoteNZ:

Maybe Spark should setup a recruitment booth outside of Vodafone?

Based on their support reputation, i'd prefer not?

gzt:

hio77:

 

WyleECoyoteNZ:

 

 

 

Maybe Spark should setup a recruitment booth outside of Vodafone?

 

 

 

 

 

 

Based on their support reputation, i'd prefer not?

 

I have no knowledge of spark or vodafones internal processes or what you might be referring to but I do know that bad processes can make almost anyone into a idiot.

I think they have about 5 or so people actually doing work and about 3000 people redirecting emails.
That's all it seemed like anyway.

I'm working for another email redirection fustercluck of a company right now.
Makes any reasonable person go insane over time and hate everything. Can't fix a single thing cause you gotta redirect that email to someone else who can then redirect that email to someone who then redirects it to the right person. (When I could have done it all in one go if I had access) 

They also got managers to manage the managers management now too. 

I do wonder if the phone calls wait time is 90 min and the chat time is 10 min does that mean the average wait time is 50 min over both services?

That doesn't really sound acceptable.

But I do get the argument that they get requests for help that are beyond the ISP's control.
My 75 year old father rang them recently when chrome stopped working. 
They were helpful and polite, and did also point out that it was not really their issue.
I ending up reinstalling chrome for him.

However if an ISP is getting more of these queries maybe they need to boost staff at peak periods while they find a fix.

The question also has to be - what is an acceptable wait period 5 min, 10 min, 15 min?
I have a feeling the economics of the ideal wait time of say 5 min staffing would be horrendous.

gzt:

 

I have no knowledge of spark or vodafones internal processes or what you might be referring to but I do know that bad processes can make almost anyone into a idiot.

i do agree here.

at spark we don't right processes that box you into X Y Z, end of the day while that works for 90% of calls, an agent being able to take initiative and jump a step or pull in another step makes for a far better User experience.

my comment was a little tongue in cheek.

Best not to throw stones whilst living in glass houses me thinks. 

networkn:

 

Best not to throw stones whilst living in glass houses me thinks. 

 

Very true...

Last person who said this, moved into a glass house just across the way though ;)

hio77:

 

jonathan18:

 

I tried to call Spark this afternoon; I'd forgotten the number (dumb, considering it's as easy as 1, 2, 3!) but finding this on their website was amazingly difficult! It seems like they've amended their website to deliberately push people to do anything other than call - even pushing 'call back' arrangements as prefered over customer-initiated calls. 

 

 

i dont mean to be that guy... but... i didnt even need to click?

 

 

Note: some of these links did change Yesterday afternoon so they are new to me too..

 

the spark.co.nz url doesn't show those options: Here is what it does show - maybe you have an internal connection?

Looks like you are viewing a mobile website..

Coil:

 

Looks like you are viewing a mobile website..

 

Laptop. 15.6"screen. Attached to 21 inch viewsonic. Firefox latest version. 1680 x 1050 screen resolution. Full screened window. Made the screen smaller to fit the entire screen into shot. but same screen at full size.

Different screen under chrome - which is odd as firefox and I have never visited spark from this brand new laptop.

It appears when you mouse over help and support at the top.

richms:

 

It appears when you mouse over help and support at the top.

 

As noted, this is a hover menu.

Coil:

 

gzt:

hio77:

 

WyleECoyoteNZ:

 

 

 

Maybe Spark should setup a recruitment booth outside of Vodafone?

 

 

 

 

 

 

Based on their support reputation, i'd prefer not?

 

I have no knowledge of spark or vodafones internal processes or what you might be referring to but I do know that bad processes can make almost anyone into a idiot.

 

I think they have about 5 or so people actually doing work and about 3000 people redirecting emails.
That's all it seemed like anyway.

 

I'm working for another email redirection fustercluck of a company right now.
Makes any reasonable person go insane over time and hate everything. Can't fix a single thing cause you gotta redirect that email to someone else who can then redirect that email to someone who then redirects it to the right person. (When I could have done it all in one go if I had access) 

They also got managers to manage the managers management now too. 

 

Sounds top heavy, might be time to move before it all comes crashing down?