VF is a shambles

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#1169468 5-Nov-2014 18:22

Demeter:
quickymart: From the Herald today:

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11353219

Maybe instead of letting people go they could move some of them to answering the phones? Save redundancy payments too?

How many mid level professionals do you know that would like to work on a tech support helpdesk?

I imagine not many - but it's not 100% management that are going, is it?

mattwnz

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#1169473 5-Nov-2014 18:31

afe66: Just checking

24 business hours = three business days.

A.

If a company says 24 hours to me, I take that to mean that by this time the next day I would have heard back from them. Otherwise use the term 24 hours. If they meant the the clock stopped and started during busines hours, why don't they just say 3 days. Far less confusing and far easier to understand.

MikeB4

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#1169478 5-Nov-2014 18:41

I have always seen 24 business hours as 3 days. Three days response time for a single user issue would be in line with average SLA given that email contact would be non urgent or the issue would be phoned in.

Demeter

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#1169481 5-Nov-2014 18:46

quickymart: I imagine not many - but it's not 100% management that are going, is it?

I didn't mention management at all. 'Mid level professionals' would imply people who are well above call centre skill level, up to and including managerial staff. They're not wholesale sacking call centre staff, if that's what you mean.

mattwnz

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#1169482 5-Nov-2014 18:48

KiwiNZ: I have always seen 24 business hours as 3 days. Three days response time for a single user issue would be in line with average SLA given that email contact would be non urgent or the issue would be phoned in.

Companies often exclude the words 'business hours' though. Plus as call centres are 24/7, such as sparks one, you could presume that business hours are also 24 hours. But I think it would be far better , and far clearer if they just said 3 business days. Doesn't sound as good though.

quickymart

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#1169484 5-Nov-2014 18:55

Demeter:
quickymart: I imagine not many - but it's not 100% management that are going, is it?

I didn't mention management at all. 'Mid level professionals' would imply people who are well above call centre skill level, up to and including managerial staff. They're not wholesale sacking call centre staff, if that's what you mean.

No.

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11353219

"This will be across management, back office functions and operations." Not one of those people would be interested in working in the call centre, just to retain a job? Interesting.
Then again, maybe TCL made me realise that's how they preferred to treat their staff. I hope not many of TCL's values are still hanging around there now.

Handle9

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#1169526 5-Nov-2014 20:07

KiwiNZ: I have always seen 24 business hours as 3 days. Three days response time for a single user issue would be in line with average SLA given that email contact would be non urgent or the issue would be phoned in.

I'm calling BS. If a company says 24 hours it means 24 hours. Otherwise it should be three (business) days.

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MikeB4

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#1169533 5-Nov-2014 20:14

Handle9:
KiwiNZ: I have always seen 24 business hours as 3 days. Three days response time for a single user issue would be in line with average SLA given that email contact would be non urgent or the issue would be phoned in.

I'm calling BS. If a company says 24 hours it means 24 hours. Otherwise it should be three (business) days.

Really read earlier VF staffers confirmed it means 3 days so how is my statement BS?

Handle9

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#1169535 5-Nov-2014 20:16

KiwiNZ:
Handle9:
KiwiNZ: I have always seen 24 business hours as 3 days. Three days response time for a single user issue would be in line with average SLA given that email contact would be non urgent or the issue would be phoned in.

I'm calling BS. If a company says 24 hours it means 24 hours. Otherwise it should be three (business) days.

Really read earlier VF staffers confirmed it means 3 days so how is my statement BS?

Both are. It's semantic word games as opposed to making customers aware of what the actual response times are.

Sideface

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#1169553 5-Nov-2014 20:55

In the real world "24 hours" means 24 consecutive hours.
"Three business days" means three days, not necessarily consecutive.
Apples and oranges.

Sideface

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#1169554 5-Nov-2014 21:04

Sideface: In the real world "24 hours" means 24 consecutive hours.
"Three business days" means three days, not necessarily consecutive.
Apples and oranges.

VF stated "24 business hours" not 24 hours.

Handle9

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#1169563 5-Nov-2014 21:17

KiwiNZ:
Sideface: In the real world "24 hours" means 24 consecutive hours.
"Three business days" means three days, not necessarily consecutive.
Apples and oranges.

VF stated "24 business hours" not 24 hours.

Really, that's not what this actually says.

Demeter:

I meant Monday to Friday as business days and a normal 24 hours, but yeah, sometimes it can take longer than that to respond if we have to get information from outside the team to complete whatever the request is.

This is a reasonable to answer the question, not an obfuscation like 24 business hours when you actually mean 3 business days. One is customer friendly, the other is weasel words.

MikeB4

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#1169570 5-Nov-2014 21:23

Handle9:
KiwiNZ:
Sideface: In the real world "24 hours" means 24 consecutive hours.
"Three business days" means three days, not necessarily consecutive.
Apples and oranges.

VF stated "24 business hours" not 24 hours.

Really, that's not what this actually says.

Demeter:

I meant Monday to Friday as business days and a normal 24 hours, but yeah, sometimes it can take longer than that to respond if we have to get information from outside the team to complete whatever the request is.

This is a reasonable to answer the question, not an obfuscation like 24 business hours when you actually mean 3 business days. One is customer friendly, the other is weasel words.

*sigh* look a little further up the page ...... "response in about 24 business hours" then confirmed two post after.

On a similar line what does 5 business day starting Thursday mean?..,....

Handle9

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#1169578 5-Nov-2014 21:31

KiwiNZ:
Handle9:
KiwiNZ:
Sideface: In the real world "24 hours" means 24 consecutive hours.
"Three business days" means three days, not necessarily consecutive.
Apples and oranges.

VF stated "24 business hours" not 24 hours.

Really, that's not what this actually says.

Demeter:

I meant Monday to Friday as business days and a normal 24 hours, but yeah, sometimes it can take longer than that to respond if we have to get information from outside the team to complete whatever the request is.

This is a reasonable to answer the question, not an obfuscation like 24 business hours when you actually mean 3 business days. One is customer friendly, the other is weasel words.

*sigh* look a little further up the page ...... "response in about 24 business hours" then confirmed two post after.

On a similar line what does 5 business day starting Thursday mean?..,....

It means a load of nonsense and attempt to avoid providing a straightforward answer like the definition of 24 business hours you are describing.

The person who used the term 24 business hours was Demeter, Johnr decided to chime in with his interpretation however Demeter clarified her statement.

NonprayingMantis

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#1169597 5-Nov-2014 22:15

3 days to reply to an email? wow.

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