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  Reply # 1217124 18-Jan-2015 21:03
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I wonder when Mauricio Snowden will post his content.




 


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  Reply # 1217176 18-Jan-2015 22:12
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Did someone say Comcast call center? 

Oh good gracious. I was on the phone to one of my american friends who lives in Kansas who was trying to cancel their comcast service to move to google fiber. He spent a good solid 2 hours on the phone trying to leave, of course the Comcast customer service rep was trying to pull the usual tricks of saying "Why would you want to leave Americas fastest isp?" and "look we can give you a year free if you stay with us"

I'm pretty sure Google's 1000/1000 for $70 a month is more appealing when the $125 he was paying for basically 20/5 when he was supposed to be getting 145/15.

Who ever this ISP is it had better not be Orcon.





You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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  Reply # 1217179 18-Jan-2015 22:16
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I may not publish the full document. I have asked this ISP for comments on how they plan to reconcile the internal savings proposed in this document with the declining quality in customer services seeing in some contact areas there's indication of up to 45% reduction in headcount.







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  Reply # 1217180 18-Jan-2015 22:17
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freitasm: I may not publish the full document. I have asked this ISP for comments on how they plan to reconcile the internal savings proposed in this document with the declining quality in customer services seeing in some contact areas there's indication of up to 45% reduction in headcount.





That's really bad and that's a scary stat.





You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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  Reply # 1217203 18-Jan-2015 22:56
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I am surprised ISPs haven't begun to charge for some types of customer support if you phone them, but keeping online and email support free (albeit slow). This is the model some other types of online service companies are charging. Trademe for example have been doing this for years, although their email support is pretty good. The other is giving away the service for free, but if you need support, you have to pay.

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  Reply # 1217214 18-Jan-2015 23:19
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mattwnz: I am surprised ISPs haven't begun to charge for some types of customer support if you phone them, but keeping online and email support free (albeit slow). This is the model some other types of online service companies are charging. Trademe for example have been doing this for years, although their email support is pretty good. The other is giving away the service for free, but if you need support, you have to pay.


This would be really unfair if you have problems that are outside of the ISPs control. Best example being line faults. As you can't report them to Chorus directly. You have to report them to the ISP despite the ISP not owning the line.

I went thorough this when the 40 year old direct buried single pair cable to my house failed. Took lots of calls to Orcon before they could finally convince Telecom to replace the cable. As the cable would get a patch up repair which would then break again. (This was before Chorus was split off from Telecom)





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  Reply # 1217270 19-Jan-2015 07:46
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billbennett: It's hardly surprising given that none of the big ISPs make much money from consumer broadband services (see: http://www.geekzone.co.nz/content.asp?contentid=17128)

Geekzone readers would probably be happier paying a couple of dollars more each month for broadband knowing they'll get decent service when needed. The less technically-focused public would probably rather keep the cash. At least until they encounter really awful customer service. 

This leaves a great opportunity for an ISP to position itself as THE customer service brand. That sometimes happens in overseas markets. 


I personally disagree with that statement. Price is all anyone cares about be it geek or not. The customer service needs to get so bad it's a joke before it starts impacting if customers start leaving.

Look at the ongoing arguments over Chorus and the comcom over the price of wholesale broadband.
Look at bigpipe and its success amongst geek circles due to price because they have no helpdesk.
Look at Vodafone AU... Their service (not customer service) had to get worse than shocking before it seriously shed customers.

So in my personal view the service you pay for needs to effectively cease working before you move providers if the price is the lowest.

NZ is a low wage economy. So everything is focused on price.

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  Reply # 1217279 19-Jan-2015 08:14
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plambrechtsen:
billbennett: It's hardly surprising given that none of the big ISPs make much money from consumer broadband services (see: http://www.geekzone.co.nz/content.asp?contentid=17128)

Geekzone readers would probably be happier paying a couple of dollars more each month for broadband knowing they'll get decent service when needed. The less technically-focused public would probably rather keep the cash. At least until they encounter really awful customer service. 

This leaves a great opportunity for an ISP to position itself as THE customer service brand. That sometimes happens in overseas markets. 


I personally disagree with that statement. Price is all anyone cares about be it geek or not. The customer service needs to get so bad it's a joke before it starts impacting if customers start leaving.

Look at the ongoing arguments over Chorus and the comcom over the price of wholesale broadband.
Look at bigpipe and its success amongst geek circles due to price because they have no helpdesk.
Look at Vodafone AU... Their service (not customer service) had to get worse than shocking before it seriously shed customers.

So in my personal view the service you pay for needs to effectively cease working before you move providers if the price is the lowest.

NZ is a low wage economy. So everything is focused on price.



The import things to me when talking about ISP, in order of importance

1) it works
2) speeds/data caps
3) Price
4) Information (outages via twitter, facebook, ISP website)
5) Customer service, if there is a problem I want to be able to talk to someone, I don't want to wait 30 minutes on hold to do it.  I don't mind paying via 0900 number for this as long the phone is answered within a minute.  Otherwise I would also support a "fee" for service desk calls if the fault was my own doing, i.e. $5 each call billed to the monthly account.




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  Reply # 1217285 19-Jan-2015 08:31
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plambrechtsen:
billbennett: It's hardly surprising given that none of the big ISPs make much money from consumer broadband services (see: http://www.geekzone.co.nz/content.asp?contentid=17128)

Geekzone readers would probably be happier paying a couple of dollars more each month for broadband knowing they'll get decent service when needed. The less technically-focused public would probably rather keep the cash. At least until they encounter really awful customer service. 

This leaves a great opportunity for an ISP to position itself as THE customer service brand. That sometimes happens in overseas markets. 


I personally disagree with that statement. Price is all anyone cares about be it geek or not. The customer service needs to get so bad it's a joke before it starts impacting if customers start leaving.

Look at the ongoing arguments over Chorus and the comcom over the price of wholesale broadband.
Look at bigpipe and its success amongst geek circles due to price because they have no helpdesk.
Look at Vodafone AU... Their service (not customer service) had to get worse than shocking before it seriously shed customers.

So in my personal view the service you pay for needs to effectively cease working before you move providers if the price is the lowest.

NZ is a low wage economy. So everything is focused on price.


Fair enough. The only time I've called an ISP in more than 20 years is to report a fault so it wouldn't bother me. 




Bill Bennett www.billbennett.co.nz @billbennettnz


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  Reply # 1217305 19-Jan-2015 08:49
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plambrechtsen:
billbennett: It's hardly surprising given that none of the big ISPs make much money from consumer broadband services (see: http://www.geekzone.co.nz/content.asp?contentid=17128)

Geekzone readers would probably be happier paying a couple of dollars more each month for broadband knowing they'll get decent service when needed. The less technically-focused public would probably rather keep the cash. At least until they encounter really awful customer service. 

This leaves a great opportunity for an ISP to position itself as THE customer service brand. That sometimes happens in overseas markets. 


I personally disagree with that statement. Price is all anyone cares about be it geek or not. The customer service needs to get so bad it's a joke before it starts impacting if customers start leaving.

Look at the ongoing arguments over Chorus and the comcom over the price of wholesale broadband.
Look at bigpipe and its success amongst geek circles due to price because they have no helpdesk.
Look at Vodafone AU... Their service (not customer service) had to get worse than shocking before it seriously shed customers.

So in my personal view the service you pay for needs to effectively cease working before you move providers if the price is the lowest.

NZ is a low wage economy. So everything is focused on price.


I'd consider bigpipe a bit differently - I went with them because they ran their helpdesk more efficiently. I'm free to do what I want with my wait times (waiting for them to reply to my email queries) and I get to go straight to Tier 2 staff rather than being told to turn stuff on and off again. Their email helpdesk was on par with price as an attraction for me.

As has been touched on in this thread, I think the big red telco could comfortably and without impact on customers shed 45% of support staff AFTER they fully integrate their billing and online self-service systems to function reliably. That said, I don't trust them to understand the subtly of cutting support staff after getting their systems working

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  Reply # 1217312 19-Jan-2015 09:10
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nickb800: 
As has been touched on in this thread, I think the big red telco could comfortably and without impact on customers shed 45% of support staff AFTER they fully integrate their billing and online self-service systems to function reliably. That said, I don't trust them to understand the subtly of cutting support staff after getting their systems working


It's been what, 10 Years since iHug was brought? There are still parts of that CRM that still have iHug branding. Now they added the mashed together mess that was TelstraSaturnClear and have a 3rd system.


IMO they should look to shred atleast their consumer Fixedline operations and go back to being a mobile operator which makes them money.

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  Reply # 1217320 19-Jan-2015 09:30
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plambrechtsen: Look at bigpipe and its success amongst geek circles due to price because they have no helpdesk.


They have no phone helpdesk, but their email/ticket support is pretty good. For techy faults and questions, they seem to be more clued-in than most other ISPs. They also sorted my billing issues with tickets that took me about 5 minutes to write - less time than I'd usually wait on hold if I had to phone in.




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  Reply # 1217418 19-Jan-2015 11:02
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I have contacted said telco about this document and received the following reply:


[Telco] is in the process of consulting on a number of changes with our customer care team, as we look to complete the wider organisational change programme we announced in November last year.

We will be implementing a number of initiatives aimed at achieving faster call answering times and a quicker first-call resolution for our customers. These include; further investment in removing systems and process duplication (particularly for fixed line services); continuing to improve self-service functionality with the [telco] app and on our online site; creating new roles [New Zealand location]; providing a better work environment through a more stable work roster; and leveraging our existing capability at our [offshore] service centre to complete simple transactional tasks (top-ups, account balance enquiries, etc).

This is a draft proposal at this stage, and is subject consultation with our teams. Our top priority is to support our people through this change.


I have to say a public thanks for getting this response so quickly and quite frankly, open.

The document I've seen is just one piece of the puzzle. It suggests changes in the contact centre in terms of headcount (mostly going down), redistribution of transaction types and changes in roster scheduling.

The document put emphasis on increased use of data via high speed networks (no distinction between mobile or fixed line). It also mentions that (gasp) customers expect to get more data for the same spend.

This leads, the author says, to revenue declining over a certain period of time with at last revenue falling short of expectations. The document outlines changes to reduce cost of serving customers contacting the company.

There are some good suggestions there. For example for fixed it suggests current call handling around 20 minutes average and a "expertise limit" at 1.5 - 2 hours, after which calls would be escalated. CSRs would "own" the call. CSRs should escalate calls if customer has repeat unsolved calls (good luck with that, seeing many of the comments I've heard is that customers calling back hear the "I don't have a record of you calling before").

The 55-page document does mention that changes in the customer services team will allow for better roster scheduling, with team leaders available at times similar to their team. (What do they have now? Teams with no leaders at some times?)

Why did I start this topic then? Because, even though companies have a duty to operate in a way to maximise return of investment to its shareholders, it's interesting that the emphasis on saving money seems much stronger than in actually improving customers care. The first is the driver for the change, the other is a consequence. 

I won't post the document because it contains names and specific numbers that I don't think should be disclosed.




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  Reply # 1217455 19-Jan-2015 11:14
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freitasm: I have contacted said telco about this document and received the following reply:



The 55-page document does mention that changes in the customer services team will allow for better roster scheduling, with team leaders available at times similar to their team. (What do they have now? Teams with no leaders at some times?)



Well that part there sounds like what telstraclear use to have, team leaders working standard business hours yet their teams worked anywhere from  8am - closing.
They also used "queue managers" (on floor supervisors) that would deal with customer problems if team leaders were not there.



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  Reply # 1217457 19-Jan-2015 11:15
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Mauricio Snowden has delivered.





You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

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