Outbound call center pushing RBI

Forums › Spark New Zealand (including Skinny and BigPipe) › Outbound call center pushing RBI

hyperman

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#207607 4-Jan-2017 20:41

Ok can someone please explain what came across someones mind for them to push RBI so hard!

[rant]

long story my wife's boss got a call from the out bound call center offering to save her $10/mth by switching to the new super fast 4G network now
as the old slow copper network will soon be switched off.

sounds good in a nutshell

what they didn't tell her is that her data cap will be 1/4 of what she has at the moment... or pay the same and still get less.......
she asked how would it benefit the business
The CSR responded "it would be much faster and way more reliable; you will also have to make the switch at some time as UFB will not be coming to rural areas"
however the CSR clearly did not look at the address before making these claims, if they had they would have seen they are currently on adsl (even when VDSL is available)
and the local exchange is only 4 doors down the road so if speed was as issue VDSL would have been installed....

as for the claim of UFB not coming to rural areas how would spark know they have absolutely nothing to do with that!

Just wow spark

[/rant]

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#1698589 4-Jan-2017 20:45

hyperman:

Ok can someone please explain what came across someones mind for them to push RBI so hard!

Money. Every customer on wireless is $40ish less that they have to give Chorus.

thecatsgoolies

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#1698598 4-Jan-2017 21:01

Copper network will not be turned off soon

hyperman

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#1698599 4-Jan-2017 21:03

thecatsgoolies:

Copper network will not be turned off soon

it all depends on your version of "soon"

in the world of evolution 30 years is very soon ....

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kornflake

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#1698608 4-Jan-2017 21:24

Ok I'm going to put it out there and ask @jasonparis to answer a "please explain" on this hot topic!

freitasm

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#1698695 5-Jan-2017 09:03

It is not RBI, but fixed mobile broadband. And no, copper is not going out tomorrow. If there is a problem with speed (which is IP to you to decide) then you have other copper and possibly fibre options in your area.

I'd never change based on an incoming call.

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kornflake

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#1698700 5-Jan-2017 09:16

Message sent to Jason, one hopes he will chime in, but not going to hold my breath so to speak. I really hope I am proven wrong and he will comment.

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darkasdes2

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#1698728 5-Jan-2017 09:31

My parents had the same call in Christchurch, I had to call Spark and tell them they are not interested (got the phone call after my parents had just upgraded to VDSL). They dont get fibre until 2018.

hyperman

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#1698983 5-Jan-2017 19:14

and to add more to it I just received a email that my wife's boss forward me.. from the CSR she spoke to

This provides you with more of a reliable connection so customers can connect for a limited time and obviously not use your data.

Say what?

a bit more background the business is currently on the $92.85/mth plan with 200Gb they use about 40-50 Gb/mth so could drop back to the $82.85/mth plan
however they used to keep going over costing more that $10/mth in overage charges; so no point just go for the 200Gb plan right...

I can see no point what so ever changing to wireless broadband when it cost EXACTLY the same to get less data when the business is about 200m from the exchange so speed is NOT a issue.
the reliability claim is also a very interesting one how can it be more reliable when the fiber feeding the cell comes from the PIR exchange witch is feed from HN

I can fully understand if they were on the outreach of the DSL range but it's 200m not 7000m!

Come on spark scare mongering is what TELECOM was all about

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hio77

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#1698998 5-Jan-2017 19:52

I'm some what surprised there is no stuff article on this already..

Suspect an official response to this thread will wait till the appropriate parties are back from the stand-down period and can look into this in detail.

End of the day though, pushing wireless does save money.. and in the long run does give more argument behind certain infrastructure upgrades.

I do agree, in some situations it is a great option but there should be more care in the targeting IMO..

Suspect some of the mass marketing is before to get in chorus's next big VDSL push hits as that is due soon..

While i don't post from the position of my role, I will personally say as a rep on the technical side, offering wireless definitely is an option but it is more of a Is this a better option, and Is this appropriate at the time to put forward to customers.

Obviously the issue itself is outbound sales however, which often might not have the technical understanding to make such decision..

I am somewhat surprised vodafone is not the one in the limelight for over-pushing a wireless service for once.

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hyperman

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#1699018 5-Jan-2017 20:09

hio77:

I do agree, in some situations it is a great option but there should be more care in the targeting IMO..

Suspect some of the mass marketing is before to get in chorus's next big VDSL push hits as that is due soon..

While i don't post from the position of my role, I will personally say as a rep on the technical side, offering wireless definitely is an option but it is more of a Is this a better option, and Is this appropriate at the time to put forward to customers.

Obviously the issue itself is outbound sales however, which often might not have the technical understanding to make such decision..

I completely agree with you there it is the old time and place situation.

A scoring system for suggested target customers would be a good idea Vodafone have a tool in Siebel called "Right for you"
however in CRM (lite) its a PITA to find any details regarding customer usage etc. so I am not at all surprised the outbound sales team "blind sell"

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kornflake

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#1700743 10-Jan-2017 10:16

Just an update, JasonParis has not read the PM as yet... hopefully he is still on annual leave and not just ignoring it!

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#1700758 10-Jan-2017 10:38

kornflake:

Just an update, JasonParis has not read the PM as yet... hopefully he is still on annual leave and not just ignoring it!

Like most large companies, Spark's official holiday period does not end until Monday next week, so the vast majority of non-frontline Spark staff are all still on leave - including Mr Paris.

It's only us hardcore people who have come back early.... One crazy person here only took the stat days off!

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DarthKermit

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#1700760 10-Jan-2017 10:48

It's reasonable to assume that copper will be retired at some point for any given area that has fibre installed.

freitasm

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#1700778 10-Jan-2017 11:10

Sure. But not soon enough to warrant people moving in droves now, even more without any confirmation from the actual copper network provider.

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trig42

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#1700799 10-Jan-2017 11:30

My parents got the call (they are in Thames).

They nearly went with it, but decided (with my input) not to. I do not see the advantage (from a customer point of view). Sure, it *may* have been faster, but that isn't guaranteed, and what happens when Spark convince all their neighbours to change as well? Their ADSL is pretty good. Fibre is a way off, but may be coming (depending on the outcome of the UFB2 announcements).

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