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MikeB4
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  #1169603 5-Nov-2014 22:22
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Refer call prioritization classifications eg ITIL.

meesham
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  #1169620 5-Nov-2014 22:41
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KiwiNZ: 
*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?..,....


I'm not sure why you're still arguing about this, the statement was clarified by the original poster as a normal 24 hours but within Monday to Friday. Stating within 24 business hours the way you've interpreted it would be pretty confusing, how long is a business day at Vodafone? It could be anywhere from 7.5 hours to 24 hours depending on when they consider the business is running (ie after hours helpdesk).

A better response would have been "within 1 business day" (and having them actually respond with that time frame would have been a bonus).

 
 
 
 


gregmcc
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  #1169638 6-Nov-2014 04:14
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NonprayingMantis: 3 days to reply to an email?  wow.


Typically if you actually get a reply within 3 days you are doing well, I really think the 24 business hours is another cop out by VF to try and justify their poor customer service

Demeter
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  #1169853 6-Nov-2014 10:49
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NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.




Handle9
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  #1169856 6-Nov-2014 10:57
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Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


A couple of days to respond to an email isn't generally unreasonable, particularly if there is an auto reply saying that it'll take a bit of time, otherwise please call.

Unfortunately that leads back to the time on hold problem....

ckc

ckc

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  #1169963 6-Nov-2014 12:48
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Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


Except it's pretty much symptomatic of the issue with not having enough people. The metrics are going to be different for your team, but over an eight hour shift a phone CSR should be taking between 60-70 calls to both meet call volume targets AND call resolution targets. Eight people to deal with 1100 separate requests that also often require further investigation - assuming that the more problematic issues/people get sent to social media or end up going by email - means that you don't even get a chance to meet the volume or resolution targets of people who have a script.

That's a big issue if the teams designed to deal with issues in a public arena can't meet quick response targets. If numbers using social media or email have recently increased, I could understand it. But it sounds like it's an ongoing issue.

You could also probably reduce volume if people could use the shops to do things like check order status or upgrade/downgrade their plans. Having a quad play brand is pointless if you have to go to two or three different places to get stuff done.

mattbush
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  #1170082 6-Nov-2014 15:11
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Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


No wonder customer service is in a state with a response like that.

You would be better getting on with your job than coming here with an attitude. We do know its not your fault VF is in such a poor state...you are just helping people make up their minds to shift to another ISP.

 
 
 
 


Demeter
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  #1170085 6-Nov-2014 15:17
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mattbush: No wonder customer service is in a state with a response like that.

You would be better getting on with your job than coming here with an attitude. We do know its not your fault VF is in such a poor state...you are just helping people make up their minds to shift to another ISP.


....

The time I spend here is on my breaks FYI.




Handle9
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  #1170095 6-Nov-2014 15:19
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mattbush:
Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


No wonder customer service is in a state with a response like that.

You would be better getting on with your job than coming here with an attitude. We do know its not your fault VF is in such a poor state...you are just helping people make up their minds to shift to another ISP.


Don't you think you're being over the top - you got a pretty straightforward answer to your question, IMO it didn't deserve your response.

MikeB4
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  #1170096 6-Nov-2014 15:19
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mattbush:
Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


No wonder customer service is in a state with a response like that.

You would be better getting on with your job than coming here with an attitude. We do know its not your fault VF is in such a poor state...you are just helping people make up their minds to shift to another ISP.


They volunteer their services here to help members how about showing some common courtesy and appreciation for their efforts. 

freitasm
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  #1170100 6-Nov-2014 15:24
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mattbush:
Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


No wonder customer service is in a state with a response like that.

You would be better getting on with your job than coming here with an attitude. We do know its not your fault VF is in such a poor state...you are just helping people make up their minds to shift to another ISP.


Folks, you seem to forget the help you get her is an added bonus. With attitude like this you shouldn't be surprised if you end up not getting any help at all when these people decide to just leave.

Only a couple of telcos have an "official" presence here. All other help you get is from people volunteering their time. 

You should start showing respect to this people.





 

 

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mattwnz
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  #1170113 6-Nov-2014 15:29
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Handle9:
Demeter:
NonprayingMantis: 3 days to reply to an email?  wow.


Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.


A couple of days to respond to an email isn't generally unreasonable, particularly if there is an auto reply saying that it'll take a bit of time, otherwise please call.

Unfortunately that leads back to the time on hold problem....

What I don't understand is why companies treat email as a lessor form of communciation than phone. When it should be a better and cheaper form than a phone call. Many top IT companies reply to emails within an hour, whereas some organisations including government ones can take weeks to reply. It must cost more to provide phone support than email support, unless you are contracting overseas. But even then you could contract out email support overseas. There are some retailers who now offer really good online and email support and will reply in a couple of hours. One I got a reply within 5 minutes of emailing them. So for some companies they see the value in good efficient email coms. The big problem with phone support is the hold times, and then the frustration of repeating things multiple time to multiple people and then you may have problems getting them to understand the issue you are having.

Demeter
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  #1170121 6-Nov-2014 15:34
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mattwnz: What I don't understand is why companies treat email as a lessor form of communciation than phone. When it should be a better and cheaper form than a phone call. Many top IT companies reply to emails within an hour, whereas some organisations including government ones can take weeks to reply. It must cost more to provide phone support than email support, unless you are contracting overseas. But even then you could contract out email support overseas.


We don't treat it as a lesser form of communication at all - in fact there is a dedicated email team who handle requests sent through the online contact form on the website. The Social Media team have a separate email address where we ask people to email us when they have online queries and is available for Geekzoners to use (onlinecare@vodafone.co.nz). However because of the contact centre issues, this queue is now a lot busier than normal. Under normal circumstances, you would receive a reply within a few hours, but we're dealing with call centre overflow at the moment so I can't promise we'll meet that target.




gregmcc
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  #1170230 6-Nov-2014 17:57
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Demeter:
mattwnz: What I don't understand is why companies treat email as a lessor form of communciation than phone. When it should be a better and cheaper form than a phone call. Many top IT companies reply to emails within an hour, whereas some organisations including government ones can take weeks to reply. It must cost more to provide phone support than email support, unless you are contracting overseas. But even then you could contract out email support overseas.


We don't treat it as a lesser form of communication at all - in fact there is a dedicated email team who handle requests sent through the online contact form on the website. The Social Media team have a separate email address where we ask people to email us when they have online queries and is available for Geekzoners to use (onlinecare@vodafone.co.nz). However because of the contact centre issues, this queue is now a lot busier than normal. Under normal circumstances, you would receive a reply within a few hours, but we're dealing with call centre overflow at the moment so I can't promise we'll meet that target.



How about providing some stats to show how well (or bad) VF are doing, like average on hold time, % of calls that are abandoned.

My experience with calling VF has been terrible almost every single time I've called, the frustration factor at been on hold when calling frequently out weights the reason why I calling. As far as getting a reply when sending an email support request never happens unless I get out a big stick and poke some one at VF, this shouldn't have to happen.



MikeB4
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  #1170246 6-Nov-2014 18:43
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gregmcc:
Demeter:
mattwnz: What I don't understand is why companies treat email as a lessor form of communciation than phone. When it should be a better and cheaper form than a phone call. Many top IT companies reply to emails within an hour, whereas some organisations including government ones can take weeks to reply. It must cost more to provide phone support than email support, unless you are contracting overseas. But even then you could contract out email support overseas.


We don't treat it as a lesser form of communication at all - in fact there is a dedicated email team who handle requests sent through the online contact form on the website. The Social Media team have a separate email address where we ask people to email us when they have online queries and is available for Geekzoners to use (onlinecare@vodafone.co.nz). However because of the contact centre issues, this queue is now a lot busier than normal. Under normal circumstances, you would receive a reply within a few hours, but we're dealing with call centre overflow at the moment so I can't promise we'll meet that target.



How about providing some stats to show how well (or bad) VF are doing, like average on hold time, % of calls that are abandoned.

My experience with calling VF has been terrible almost every single time I've called, the frustration factor at been on hold when calling frequently out weights the reason why I calling. As far as getting a reply when sending an email support request never happens unless I get out a big stick and poke some one at VF, this shouldn't have to happen.




I would imagine that VF would regard that as commercially sensitive information and would not be happy to put it up on a Forum.

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