Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4 | 5 | 6 
9375 posts

Uber Geek
+1 received by user: 2827

Trusted
Subscriber

  Reply # 1036349 4-May-2014 11:02
One person supports this post
Send private message

Demeter:
leo0787sx:
Demeter: We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


If you trying to keep it Kiwi why do most of the telephone staff speak poor English?


Because, just like me, not everybody is born speaking English as their first language. And the Kiwi accent is pretty far removed from 'English'.


I'll agree with that!! Even after 10 years I still meet people here that I need to ask to repeat things, and I speak perfect English with a BBC RP accent.





14055 posts

Uber Geek
+1 received by user: 3390

Trusted
Subscriber

  Reply # 1036353 4-May-2014 11:03
Send private message

johnr: I had to walk thru the call centre the other day to find @TimA and over heard a call, A customer called in and was asking why the WiFi had to be on to you use wireless on the laptop around the house,


To be fair, all call centres deal with Bunnies.

 
 
 
 


2218 posts

Uber Geek
+1 received by user: 623

Trusted
Subscriber

  Reply # 1036354 4-May-2014 11:05
Send private message

networkn: It takes time, recruitment isn't just a matter of walking down to the university and picking the first 10 people who have correctly tied their shoes laces.


This reminds me of a work story my Mrs occasionally recites, of a lady in her early 30's who had just come out of 6 years of university with a double degree.  Apparently after being handed the company's 'getting started' guide she sat at her desk for just over 15 minutes before asking one of the other staff members how to turn on her computer.




"4 wheels move the body.  2 wheels move the soul."

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

9375 posts

Uber Geek
+1 received by user: 2827

Trusted
Subscriber

  Reply # 1036355 4-May-2014 11:05
Send private message

leo0787sx: I honestly wasn't trying to start anything, was in my opinion a fair comment. If I have offended anyone I am sorry.


Gibbs' Rule #6 - Never apologise, it's a sign of weakness.





698 posts

Ultimate Geek
+1 received by user: 399

Trusted

  Reply # 1036902 5-May-2014 12:01
2 people support this post
Send private message

myfullflavour: Dozens of messages on the VF Facebook page complaining about the hold times... I'd say the Trade Me boards aren't too far off the mark at the moment.



At least we have a Facebook page. The fact that we don't censor complaints should tell you something.




19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


Reply # 1036905 5-May-2014 12:03
Send private message

Demeter:
myfullflavour: Dozens of messages on the VF Facebook page complaining about the hold times... I'd say the Trade Me boards aren't too far off the mark at the moment.



At least we have a Facebook page. The fact that we don't censor complaints should tell you something.


And a dedicated online Community / forum

645 posts

Ultimate Geek
+1 received by user: 89

Trusted

  Reply # 1037356 5-May-2014 21:27
3 people support this post
Send private message

mattbush:
Demeter: There are a lot of call centre changes underway (I'm referring to fixed line specifically, since they're right near me and I can see what's going on) to manage call volumes and ensure support levels are being stepped up. We know there are some shortcomings and the teams are working hard on implementing solutions, such as the IVR callback feature.


Nice to hear as the experience was extremely bad prior. You would also save a huge volume of calls by having someone keep up to date with web postings of known faults in a timely fashion.

Seems to be a lot of negativity around Vodafone of late so some needed improvements should help the image. 


The negative ones always complain louder than the happy ones. I'd wager that most Vodafone customers have to call support very infrequently.

KiwiNZ:
Demeter:
Zigg: Just spent an hour on hold at a clients place, ended up hanging as his phone battery started beeping.

Seriously change the music! So over Opshop and Bic Runga!


We try to keep it Kiwi, but as with most things, music is a subjective thing and not everybody will like whatever we choose.


When I was managing a medium support unit we could never please the audience with our on hold music. We would average 700 calls per day and probably in Sats surveys 30-40% would moan about the music.
I decided to forget about it and concentrated on strategies to reduce call waiting times, I did have a very strict rule that know one was to be on hold for more than 2 minutes at a time.


I spent about 10 minutes looking into music on hold in Asterisk in our office VoIP setup before deciding that the default stuff was fine, I really didn't care and there was more important things to do with my time :)

Jaxar: Copyright laws. Companys have to pay to play you hold music. It is either a limited cheap selection or something not covered by copyright. Unless ofcourse you manage to get some sort of customer base that is willing to pay a small premium for variety in their hold music.
KiwiNZ is right imo. Focus on shorter hold times. Best solution for all and VF has said they are working on it.


They pay for a license to play music x the amount of lines and then can pretty much play whatever they want. They aren't just limited to a few songs, and I'm guessing since they're playing that stuff they already have the appropriate licenses. NZ Music is a pretty safe bet and pleasing everyone is hard to do, plus many songs don't sound great when played through a low bitrate phone connection.... https://www.onemusicnz.com/licence-info/which-licence/music-on-hold/

networkn:
myfullflavour: Dozens of messages on the VF Facebook page complaining about the hold times... I'd say the Trade Me boards aren't too far off the mark at the moment.



Ah geez, flog a dead horse why don't you. VF have publicly admitted they don't have this part of their support working well right now, but are taking steps to rectify it. It takes time, recruitment isn't just a matter of walking down to the university and picking the first 10 people who have correctly tied their shoes laces. Also, those in glass houses shouldn't throw stones.


+1. Sometimes it's hard to gauge that sort of thing and scaling fast is even harder! Employees are expensive!



92 posts

Master Geek
+1 received by user: 1


  Reply # 1037828 6-May-2014 16:45
Send private message

Demeter: It's also useful to remember that there are many other ways of getting support than picking up the phone. If you have a tech support query, try http://community.vodafone.co.nz/ first before calling. We have Ninjas (including johnr) online most of the day to answer questions and offer advice. If you're after account balances or billing enquiries, check our self-help channel at  My Vodafone. We can also be contacted on Twitter and Facebook and even right here on Geekzone. :)


That would work provided you have internet access ;-)

Spent 45mins on hold yesterday (subjected to yet more Bic Runga ("I do believe I might be having fun" NOT so Biccy babe, and Opshop), Support guy was quick and fixed the problem in 2 minutes (some info was left off customer's profile) all good. But I've just had a call from the old guy saying his internet isn't working again, so back there tomorrow for another 45mins of Bic and Opshop because he's not savvy enough to make the call himself :-(

2 posts

Wannabe Geek


  Reply # 1038198 7-May-2014 11:22
Send private message

On 17 April I called VF to change to the (at the time 500GB VDSL plan).  On the 28th I received a txt saying that the installation had been scheduled for 1 May and to have my new modem ready.  The day before the installation I called VF because I had not received the modem.  After waiting an hour on hold the customer service person advised that the modem had not been sent and that they would sort that out right away.  I told them not to send it to my home as I was not there during the day and they advised they would have it delivered to the nearest Courier Post depot.  I also questioned whether it was advisable to postpone the technician since there was no modem.  The cs person said that the technician would be able to do the work to switch over to vdsl and I asked if that would then terminate the adsl connection.  The cs said yes it would, so I asked for the technician to be postponed as I didn't want to be without internet.

Sure enough I get a message from courier post saying that they had tried to deliver it but no-one was home.  I now have the modem but after receiving an email from VF advising that I would get notification of the new time for installation within five working days I have received nothing.  So I gave them a call this morning and am now advised there are no appointments until 18 May!

In the meantime I have received a bill from VF for Sky from 28 April to 31 May (I stupidly agreed to have my Sky with VF before I realised the nightmare that lay ahead) and I advised them using their online form that I was already paid up with Sky until 20 May.  I have to date not had a response.

I am sure there are some procedural reasons why VF cannot send the modem to the technician or contact Sky to find out when the customer has paid up until but this whole process is not encouraging me to want to stay with them.


1 | 2 | 3 | 4 | 5 | 6 
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Public Wi-Fi plus cloud file sharing
Posted 18-Aug-2017 11:20


D-Link NZ launches professional Wireless AC Wave 2 Access Point for businesses
Posted 17-Aug-2017 19:25


Garmin introduces the Rino 700 five-watt two-way handheld radio
Posted 17-Aug-2017 19:04


Garmin announces the Foretrex 601 and Foretrex 701 Ballistic Edition for outdoor and tactical use
Posted 17-Aug-2017 19:02


Brightstar announces new distribution partnership with Samsung Knox platform in Australia
Posted 17-Aug-2017 17:07


Free gig-enabled WiFi network extends across Dunedin
Posted 17-Aug-2017 17:04


Samsung expands with connect Gear S3 Frontier
Posted 17-Aug-2017 15:55


Fact-checking Southern Cross Next cable is fastest to USA
Posted 17-Aug-2017 13:57


Thurrott says Microsoft Surface is dead last for reliability
Posted 16-Aug-2017 15:19


LibreOffice 5.4 works better with Microsoft Office files
Posted 16-Aug-2017 13:32


Certus launches Cognition
Posted 14-Aug-2017 09:31


Spark adds Cambridge, Turangi to 4.5G network
Posted 10-Aug-2017 17:55


REANNZ network to receive ongoing Government funding through to 2024
Posted 10-Aug-2017 16:05


Chorus backhaul starts with 2degrees
Posted 10-Aug-2017 15:49


New Zealanders cool on data analytics catching benefit fraud
Posted 10-Aug-2017 09:56



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.