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Wannabe Geek

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Unleash

  # 1008579 18-Mar-2014 23:16
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Good evening everyone and thanks for the kind words - we care a great deal about our customers so it's always great to hear positive feedback smile

I don't get as much time for forums as I'd like, however I'm happy to attempt to answer questions anyone may have about Unleash products, either here on Geekzone or by e-mail (michael@unleash.co.nz).




Michael Fincham

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  # 1008601 18-Mar-2014 23:56
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Having worked on an ISP help desk through level 1 - 3 and now beyond, I can say this is all too familiar with an ISP growing too fast, or not reacting to growth quickly enough.

In the early days it's easy to get by with a few good passionate HD staff members, but it's so hard to find more than a handful of them off the street. You have to invest hours and hours into training, process, call quality monitoring, queue metrics etc, all for it to quickly go out of balance if you loose one or two key members.

Sounds like the snap team will be having a rough time on the other end of the line. After a long wait customers are really grumpy before you even start to tackle the issue.

 
 
 
 


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  # 1008615 19-Mar-2014 01:10
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insane: Having worked on an ISP help desk through level 1 - 3 and now beyond, I can say this is all too familiar with an ISP growing too fast, or not reacting to growth quickly enough. 

In the early days it's easy to get by with a few good passionate HD staff members, but it's so hard to find more than a handful of them off the street. You have to invest hours and hours into training, process, call quality monitoring, queue metrics etc, all for it to quickly go out of balance if you loose one or two key members.

Sounds like the snap team will be having a rough time on the other end of the line. After a long wait customers are really grumpy before you even start to tackle the issue.


Subcontract call centres out overseas. Telecom seem to have got it right, and it is reasonably effective and have 24 hour support. Just finished with a support call with them a few minutes ago.

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  # 1008682 19-Mar-2014 08:30
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mattwnz: ... Subcontract call centres out overseas. Telecom seem to have got it right, and it is reasonably effective and have 24 hour support. ...

Orcon did this (without 24-hour support)  - customers hated it.




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  # 1008728 19-Mar-2014 09:09
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To be honest that's why I left Orcon to join SNAP.

The call centre experience was really bad and its different when you talking to someone in NZ.

On topic: Every time I called SNAP so far has been answered in a good time frame. They also implemented a call back feature where I left a message and they did call me back. (was about 1 month ago)

Banana?
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  # 1008731 19-Mar-2014 09:11
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Telecom's is OK, at least you get to talk to someone quite quickly. They are all reading from scripts though, and if your issue is beyond their scope, the problems can begin (especially if you are calling after hours). A couple of times with them I have had to be quite insistent that they get me through to level 2 ASAP, but they still want all the basics covered. I just tell them I have unplugged all other devices, I have tried a new filter, I have tried a new modem etc etc until they work out I know what I am talking about. Never get rude to them though - sure way to not get any help.

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  # 1008734 19-Mar-2014 09:18
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They have since turned the callback system off. Here is part of an email response from someone dealing with my complaint:


Due to an unavoidable fault with our call centre system, yourself amongst a few others did not receive the call back promised by our IVR and no records would have existed. We have since removed the call back function until we are able to guarantee it’s functionality.

 
 
 
 


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  # 1008756 19-Mar-2014 09:30
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Oriphix: To be honest that's why I left Orcon to join SNAP.

The call centre experience was really bad and its different when you talking to someone in NZ.

On topic: Every time I called SNAP so far has been answered in a good time frame. They also implemented a call back feature where I left a message and they did call me back. (was about 1 month ago)


Ditto my reason for leaving Orcon (though for TC, who I was with prior to coming to Snap). Orcon's help desk became a total joke - I'm sure those answering at that time were based in NZ, but the call centre seemed to deterirorate at the same time as their significant growth spurt.

I'm glad my UFB provisioning through Snap happened at a time when their call centre was absolutely great as I wouldn't want to be dealing with the problems reported here. Having elected to move to Snap based on this forum, I must say I wouldn't be making that same decision reading this thread!

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  # 1009165 19-Mar-2014 17:30
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I too have had great support from Snap, however they have never once called me back.

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  # 1009167 19-Mar-2014 17:42
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This makes me sad. :(

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  # 1009204 19-Mar-2014 17:59
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When I originally contacted Snap for a UFB installation, the wait times every time I called where between 30-60 minutes, I read a lot of bad press on their Facebook page about poor service, also read this thread.  Well today I was answered twice in a row for different reasons and at different times with 2 minutes each time and decided to go with Snap for our VDSL until the fiber is ready to connect to, I was so close to going to a different ISP, but the plans suit me and the helpdesk today was above par.  Keep it up Snap. 

To add, I don't work for Snap :)





"Setting the Standard in Quality and Commitment"

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  # 1009387 19-Mar-2014 21:37
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Their IVR's callback feature was really good for the couple of times i used it, back when it worked. Great feature to have, as if the matter isn't urgent, i dont mind waiting a bit for a callback.

Can i make the suggestion to snap, since you guys want to improve customer experience, is to do what iinet australia did. Their online control panel is very flexible, lets you change plans, add and remove features, even toggle things like enabling and disabling restricted ports (port 25).
They even have transparency on when you submit a ticket, you can view the output directly from Telstra's provisioning system when DSL changes are made.

While thats all great for the technical user, the thing that i found the most handy was that they have call centre wait times graphed on their site:

On the right hand side, it takes you to:
http://www.iinet.net.au/contact/
http://www.iinet.net.au/contact/call-centre-graph.html?KeepThis=true&TB_iframe=true&height=700&width=600

So i knew what time i'd get through in the evening, so i waited until then, lessening the load and lessening my wait time to under 10 minutes.

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  # 1009395 19-Mar-2014 21:51
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eXDee, that's great when your internet is working. Unfortunately most people call when their internet is down, so having a link to a website showing wait times when their net ain't working is just cruel :)

Yeah mobiles have internet access etc, and I agree driving your customers to self-service portals is much smarter. You know who I work for and we've given customers all those capabilities above for years now, and we're barely a dot on the residential market.




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  # 1009398 19-Mar-2014 22:00
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overkill: When I originally contacted Snap for a UFB installation, the wait times every time I called where between 30-60 minutes, I read a lot of bad press on their Facebook page about poor service, also read this thread.  Well today I was answered twice in a row for different reasons and at different times with 2 minutes each time and decided to go with Snap for our VDSL until the fiber is ready to connect to, I was so close to going to a different ISP, but the plans suit me and the helpdesk today was above par.  Keep it up Snap. 

To add, I don't work for Snap :)



Interesting, I rang snap about UFB and they weren't in the least bit interested in getting me connected, just waiting on my current contract to be over before I decide where to go next - bit of a shame really.

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Snap Internet

  # 1009565 20-Mar-2014 08:59
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Hi nitrotech

That doesn't sound great - I can assure we're defintely interested in getting people connected to fibre! So much so that we're in the process of setting up a dedicated outbound sales team to assist with exactly that.

If you're happy to PM me your contact details I'd be happy to get one of them to give you a call to discuss further.

Cheers
Ralph




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



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