Ticket response time 26 hours 44 minutes 54 seconds
Quote Is that why the call response time is getting longer
The ticket team are ring-fenced staff members which means they are a separate resource to call takers so one should not impact on the other.
Quote from: _Adam_Walker_ The ticket team are ring-fenced staff members which means they are a separate resource to call takers so one should not impact on the other.
So are you saying that there was no reduction in the numbers or experience of the CSC staff fielding calls when the dedicated ticket team was set up?
Of course there were 
The ticket team is a team of 6, which previously would have been primarily handling calls.
The logic is (and sound in my opinion) that if we have tickets being responded to quickly, the number of calls are reduced as customers will see that raising a ticket online is an easy alternative, as well as there being less people calling us to chase an update for their ticket.
The ticket team is a team of 6, which previously would have been primarily handling calls.
The logic is (and sound in my opinion) that if we have tickets being responded to quickly, the number of calls are reduced as customers will see that raising a ticket online is an easy alternative, as well as there being less people calling us to chase an update for their ticket.
So a fair assessment would be that there was an initial hit when they were withdrawn from the phones, but as time progresses call waiting times should come down. Far from "one should not impact on the other" as stated by Adam I guess you'd be pretty disappointed if an improvement in the ticket response times didn't have a beneficial affect on the call waiting times.
;Yes, but in two years of campaigning, never seem to manage to hit them..... 
Quote from: Matt_2k34 PN lost Durban at a critical time (due to weather), this put them on the back foot.
I don't think the weather was the cause of the problems - it just compounded them.
Durban was closed before the necessary resources were fully up and running in Sheffield.
Durban was closed when it was because the marketing department wanted to start running the Yorkshire based support ads.
Quote Durban was closed when it was because the marketing department wanted to start running the Yorkshire based support ads.
Uh. No.
You need to get info's from the horses mouth i feel
I thought it came to the end of the contract ? . they were given 3 months notice of termination. Plusnet Didnt handle this particularly well in terms of recruiting new agents, and yes i feel the weather played a huge part in it, compounded - very much so! -- It is not just a "marketing ploy", BT as a whole has been moving its CS workers back to the UK, unfortunately their teams are that rooted in india it will take some time!!
unfortuantely things dont always go as planned. I'm guessing this is one of them.
Quote Is that all? Do they work shifts in teams of 2?
I believe the arrangement is a team of 6, working 9-5 (to get rid of bulk, tickets are still being answered 24/7 and inbetween calls ;))
Also once the ticket queue has been reduced, 6 staff should be able to manage the queue unless there is a large scale issue or MSO(at which point, call centre staff would be overwhelmed rather than the ticket system)
