Slingshot/CallPlus CEO send message to users regarding call centre experience

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Slingshot/CallPlus CEO send message to users regarding call centre experience

freitasm

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#73112 9-Dec-2010 16:35

Mark Callander, CEO CallPlus and Slingshot has posted an open message to their users:

7th December 2010

Hi

Recently, some customers have been experiencing longer than normal wait times for the Slingshot Contact Centre. If you have experienced this I would like to personally apologise for any inconvenience and assure you that the entire team is working to resolve this issue.

Our business relies on positive word of mouth and referrals from our existing customers, so we understand how important it is to be there for you when you need us. The current levels of service are not up to our standards, or yours, but they are starting to improve every day.

Unfortunately our service levels have been impacted due to an industry-wide issue relating to the setting up of new customers and this has created an unforeseen bottleneck in what is normally a seamless process.

We have been working hard to resolve these issues in a timely manner as well as recruiting more staff to help out in the Contact Centre.

The good news is we have 16 additional staff starting this week and we’re already recruiting for more. This investment will continue until we deliver the service you expect.

At Slingshot it is our goal to bring better broadband and home phone services to NZ homes at more affordable prices without sacrificing great kiwi service. We will get it right again, very soon – you have my commitment.

Regards

Mark Callander
CEO CallPlus and Slingshot

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#415143 9-Dec-2010 16:59

Does the statement "The good news is we have 16 additional staff starting this week and we?re already recruiting for more. This investment will continue until we deliver the service you expect."

mean once the wait times have dropped they will start removing reps until it happens again?

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#416183 12-Dec-2010 16:06

This makes me lol

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#416196 12-Dec-2010 17:02

"industry-wide issue relating to the setting up of new customers "

IOW, they are blaming Telecom Wholesale.

Funny how this 'industry-wide' issue doesn't seem to have impacted any other ISP enough to have their customer service degraded to such an extent.

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#416208 12-Dec-2010 18:04

"industry-wide issue relating to the setting up of new customers "

To be fair, it could be their problems with loosing customers connection requests that he is referring to, as a number of the complaints on gz are about. However it doesnt seem to be a problem for many other ISPs (although there have been some reports of other ISPs loosing/screwing up connection requests).

But yeah most of it is BS, they are clearly short staffed and the staff they do have often have poor knowledge of their products and procedures

vexxxboy

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#416217 12-Dec-2010 18:38

they had 45 minute waits 2 years ago , its the reason i left them, so its taken them this long to act

Common sense is not as common as you think.

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#416670 13-Dec-2010 18:25

vexxxboy: they had 45 minute waits 2 years ago , its the reason i left them, so its taken them this long to act

Still the same. Worst, 60min wating.
AVOID SLINGSHOT. AVOID HEADACHE !

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adus0229

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#421103 23-Dec-2010 20:26

Do not believe that. There are only 4 people working in the technology team. Once I made a call and waiting for answer, customer team told that only 2 people were answering the phone and the other 2 were taking break. That was only 10am.
I have been waited for 2 hours.

The sale department's staffs are calling everyone/business to joint them with a better offer. After you joint them, you will find out you did not get what you have been offer. In their term and conditions we do not guarantee speeds this means that you'll be liable for a termination fee if changing providers. That's is what they do. They do not care what they have been offered you.

adus0229

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#421105 23-Dec-2010 20:40

The CEO posted the topic. After that he did not answer any of our replies. Which means he did not watch this post.

freitasm

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#421115 23-Dec-2010 21:18

adus0229: The CEO posted the topic. After that he did not answer any of our replies. Which means he did not watch this post.

Are you saying I am the CEO? Are you saying the Slingshot CEO posted this topic here? If that's what you are saying then you are wrong.

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#421371 24-Dec-2010 16:21

7th December 2010

Hi

Recently, some customers have been experiencing longer than normal wait times for the Slingshot Contact Centre. If you have experienced this I would like to personally apologise for any inconvenience and assure you that the entire team is working to resolve this issue.

Our business relies on positive word of mouth and referrals from our existing customers, so we understand how important it is to be there for you when you need us. The current levels of service are not up to our standards, or yours, but they are starting to improve every day.

Unfortunately our service levels have been impacted due to an industry-wide issue relating to the setting up of new customers and this has created an unforeseen bottleneck in what is normally a seamless process.

We have been working hard to resolve these issues in a timely manner as well as recruiting more staff to help out in the Contact Centre.

The good news is we have 16 additional staff starting this week and we’re already recruiting for more. This investment will continue until we deliver the service you expect.

At Slingshot it is our goal to bring better broadband and home phone services to NZ homes at more affordable prices without sacrificing great kiwi service. We will get it right again, very soon – you have my commitment.

Regards

Mark Callander
CEO CallPlus and Slingshot

Let me put this in perspective.
Middle of September 2010 I have been hanging on the phone for hours and could not get through to help desk.
My emails were not replied for over a week.
The service level was so appallingly bad that I decided to switch to Telecom.
On 23 September Telecom switched over and notified Slingshot. Since that time I have been sending Slingshot around 20 emails, have sent 2 faxes, have been ringing several times.
It seems impossible to get the message through to Slingshot that my account has been canceled and they should not send me billing emails and letters. Today I rang again and Slingshot tells me they need a "notification". Do they not listen at Slingshot ? I am telling them for 3 months that I want my account canceled and they need a notification ?

adus0229

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#421581 26-Dec-2010 01:32

then why are you speek for them?

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#421594 26-Dec-2010 07:15

adus0229: then why are you speek for them?

Mauricio doesn't speak for them. All he did was publish a media release.

This is no different to the literally hundreds of other press releases that have been published on Geekzone from other IT companies and telco's.

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#421595 26-Dec-2010 07:17

sbiddle:
adus0229: then why are you speek for them?

Mauricio doesn't speak for them. All he did was publish a?media release.?

This is no different to the literally hundreds of other press releases that have been published on Geekzone from other IT companies and telco's.

Must be from Darwin AU

Speek = Speak

Zeon

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#421597 26-Dec-2010 08:19

johnr:

Must be from Darwin AU

Speek = Speak

Not trying to go too off topic here but I can understand if English isn't your first language that spelling is a nightmare. TBH spelling phonetically would make things heaps better. Spell check though....

Maybe what slingshot could do is have a complex IVR system like the IRD to put off callers or potentially the system where when you call you get a place in the queue and they call you back when its your turn

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#422521 29-Dec-2010 22:46

Zeon:

Maybe what slingshot could do is have a complex IVR system like the IRD to put off callers or potentially the system where when you call you get a place in the queue and they call you back when its your turn

That would require an outbound call, and it seems the larger the organisation the less willing they are to make outbound calls. I've heard of call centers where they are not allowed to make outbound calls at all.

Personally I think that is a great idea though, if there is a problem with the service you're paying for I don't see why you should have to wait in line chewing up your time or mobile bill for them look into it when they decide to pickup the call.

Now if only you could txt them 'call me' to get into the queue, that would be neat.

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