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BDFL - Memuneh
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Topic # 180584 14-Sep-2015 16:32
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Spark is now making call centre figures public through its Spark Customer Service Info dashboard.




Spark says today it is ramping up its customer service teams to deal with an unprecedented demand from customers for fibre broadband services over the ultra-fast broadband (UFB) network. From today, Spark will also publish information online about its Customer Service Centre performance, to help customers choose the best way and the best time to contact Spark.

Over the past couple of months, Spark has steadily boosted the number of staff on the front line and it intends to recruit another 100 customer service agents over the next 12 weeks.

In an average month Spark’s main call centres handle around 11,000 hours of work per week. In August of this year, that jumped 34 percent to 15,000 hours per week. The increase was primarily driven by calls about fibre installations.

Spark is recruiting agents to work across all its customer service teams, while ensuring customers can access help and information over digital channels if that’s what they prefer. In the past few weeks Spark has increased the size of its Live Chat team, which now operates 24/7. It has also set up an online Fibre Hub, which provides a one-stop-shop for all the information customers need about their fibre installation. Around 50 Spark staffers have been pulled off their day jobs to focus on processing fibre orders, and improving the fibre process and customer experience.

Spark is today taking steps to be more transparent with customers about its Customer Service Centre performance. In what is believed to be an industry first for New Zealand, this involves putting an online dashboard on its website, which shows call volumes and service metrics such as wait times. The dashboard will be updated hourly to give customers a near-real time view of how quickly they can get hold of Spark through different channels.

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Baby Get Shaky!
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  Reply # 1387308 14-Sep-2015 16:50
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That is pretty impressive and a great metric for customers. I would like to see it updated more regularly though, a lot can change in 15 minutes with call volumes, let alone one hour. Just because the average wait was 8 minutes at 1600 for Faults doesn't mean it won't be 5x worse in 30 minutes when Exchange X goes offline etc. Surely it couldn't be hard to have this data displayed live/semi delayed? Would certainly help people to choose a more appropriate time to call and likely help balance out Spark's call load at the same time. It is impressive how big their teams are (although I'm sure a lot of call takers are on several queues at once).



'That VDSL Cat'
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  Reply # 1387321 14-Sep-2015 17:24
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Good to see spark is trying to be more transparent.

Here is hoping other isps will take up the idea and follow suit? a certain red isp could be a laugh!




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


 
 
 
 


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BigPipe

  Reply # 1387322 14-Sep-2015 17:24
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I think that's pretty sweet.

Great transparency for the customer, encourages them to choose less congested times and/or channels.


Not sure about 'industry first' though.  We've been displaying customer service response times on our site for a while now....  
cool





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  Reply # 1387331 14-Sep-2015 17:33
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Just looking at it.
It's kind of good to see that sales don't have the biggest "answered under 60 seconds %" but their sales is the longest wait times, that can't be good for business

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  Reply # 1387332 14-Sep-2015 17:35
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I do like the online chat that they have however, so much easier than calling lol

Doesn't know what he doin
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  Reply # 1387373 14-Sep-2015 18:35
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Eek, gives me flashbacks to working in a sales call centre many years back. Felt like I stared at a screen showing that above info for half my day!

 

All you need now is the number of current calls waiting and number of unanswered calls p/hour to really make me sweat. 

nice work tho, definitely interesting to see. 




Bachelor of Computing Systems (2015)

 

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  Reply # 1387376 14-Sep-2015 18:39
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mrtoken: I do like the online chat that they have however, so much easier than calling lol


I changed to unlimited naked by online chat. All went through good.

Even got email of conversation so had my own evidence of who said what.

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  Reply # 1387379 14-Sep-2015 18:40
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Nice move, I like the idea.

No hiding from anything. Although with this Telco I practically never have to ring them, the online chat feature is amazing.


Baby Get Shaky!
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  Reply # 1387416 14-Sep-2015 19:25
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tardtasticx: Eek, gives me flashbacks to working in a sales call centre many years back. Felt like I stared at a screen showing that above info for half my day! All you need now is the number of current calls waiting and number of unanswered calls p/hour to really make me sweat. 

nice work tho, definitely interesting to see. 


I feel your pain. Seeing the board go red and start flashing was enough to put my in a bad mood.

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Spark NZ

  Reply # 1387899 15-Sep-2015 14:39
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kingjj: That is pretty impressive and a great metric for customers. I would like to see it updated more regularly though, a lot can change in 15 minutes with call volumes, let alone one hour. Just because the average wait was 8 minutes at 1600 for Faults doesn't mean it won't be 5x worse in 30 minutes when Exchange X goes offline etc. Surely it couldn't be hard to have this data displayed live/semi delayed? Would certainly help people to choose a more appropriate time to call and likely help balance out Spark's call load at the same time. It is impressive how big their teams are (although I'm sure a lot of call takers are on several queues at once).




Thanks for your comments! This is just the first step and we're working towards actual real-time updates :)



Sam




We are Spark. We're about delivering what our customers want: Mobility, data, music, internet TV, cloud services, and much more.

Web: spark.co.nz | sparknz.co.nz
Facebook: fb.com/spark4nz
Twitter: @sparknz | @sparknzltd
Broadband: 0800 22 55 98
Mobile: 0800 800 163 | *123
General: 0800 800 123 | 123
Media enquiries: 0800 222 412


Baby Get Shaky!
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  Reply # 1387971 15-Sep-2015 16:49
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SparkNZ:
kingjj: That is pretty impressive and a great metric for customers. I would like to see it updated more regularly though, a lot can change in 15 minutes with call volumes, let alone one hour. Just because the average wait was 8 minutes at 1600 for Faults doesn't mean it won't be 5x worse in 30 minutes when Exchange X goes offline etc. Surely it couldn't be hard to have this data displayed live/semi delayed? Would certainly help people to choose a more appropriate time to call and likely help balance out Spark's call load at the same time. It is impressive how big their teams are (although I'm sure a lot of call takers are on several queues at once).




Thanks for your comments! This is just the first step and we're working towards actual real-time updates :)



Sam


That's great news, thanks for the update.

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