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Tux

6 posts

Wannabe Geek


  Reply # 510977 24-Aug-2011 09:28
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I gave up after about 5 mins of waiting on the line. Looks like this was a good move. How can they have 2-3 hours waits for service? The service is quite cheap (we just moved over to Genius which for the most part is quite good, we had a problem with a random number calling us 2-3 times a night hence the call), so I guess the cheap service takes it's toll on staffing. They always seems to be advertising for support staff though on their website so I guess the turnover is high.

6 posts

Wannabe Geek


  Reply # 512021 25-Aug-2011 18:55
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unfortunatly thats why i left Orcon, after I stopped working for them I kept having bandwidth issues (not locally only internationally) would get 18mb local and 4mb international and switched back to telecom.

However when they are really busy and the lines stop accepting calls once 50+ calls are on the board it makes it harder to get support.

An yes there is a high turn over at Orcon, just due to people finding better jobs with less harsher kpi's and friendlier managers.

But no dout orcon will sort there stuff out, genius seems to be a big hit after chatting to a few mates that still work there =)

5 posts

Wannabe Geek


  Reply # 521427 15-Sep-2011 12:53
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Dear Quentin

As of 17 Aug, you said you are training 20 staff, plus 10 new joining that week. Today, 15 Sep, 3 months+ after I am with Orcon, I still wait for hours on the line. The most bizarre thing is while waiting you request your customer to go to your improve website for self-help. Which I found it useless. I am not considering leaving Orcon although the termination fee is a lot. Getting disconnected every now and then is annoying as when I am working on things, all things just gone. If there is a rating on the poorest contact center I am sure you'll be on the top list. I hope Orcon is not practising ITIL in your organisation, as if you do, it is a shame on that matter.


303 posts

Ultimate Geek
+1 received by user: 58

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Vocus

  Reply # 521448 15-Sep-2011 13:36
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Hi Cslan,
Sorry to hear of your experiences. If you can let me know your username then we can look into the disconnections for you and get this sorted out ASAP.
Also keen to hear what areas of the FAQ need improving - we intend to keep working on them and adding to them. Any suggestions (especially form the Geekzone community) are welcomed.
Just an FYI - we have trained up dozens of new staff, and still have more to hire. Our waiting times have come way down (the average was just over five minutes yesterday), and we are working hard to get them down further.
Thanks,  

   




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


5 posts

Wannabe Geek


  Reply # 521774 16-Sep-2011 08:36
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Dear Quentin

Just some suggestion on the 0800 support no, although I'm no expert on this.
It is annoying to wait on the phone without knowing how long I need to wait before I will be attended. And it test one patience as well when we're already frustrated with the problem. Instead of directing your customer to your Online Support (when the connection is a problem I don't see how to do this), perhaps it is time to have a better automated phone support with pre-recorded possible solution. It is not the best solution, but I would rather get annoy pressing many keys on the phone than get annoy for keep listening to the same waiting message.

As for FAQ site, I think is not good is due to the fact that I was refer to the website for modem installation guide, which is exactly the same as the new one we received. I couldn't find further information explaining why the modem is not working when it was installed follow the instruction. It direct us to call your 0800 which will take us times to get to.

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