15th May 2009

[#1]

Hello, and welcome to the last EOD for this working week. It is Friday afternoon, and I am looking forwards to my first full weekend off in a while.  Before that, lets see what has been happening today at Plusnet Towers. First off, Barbara from HR: "Been a while since we did an acrostic (Jen assures me this is what it's called)...so with the big contest on tomorrow night, I know you can't wait, here are our results from the HR jury... Ein Numbers, work continues on getting us aligned with the BT system Updating the Disciplinary and Grievance workshop Reviews 360 - We’ve started to collate these, but have had to re-arrange all the organised MDLP meetings as we only received 21 out of possible 98 reviews back; and are appealing for more to come in from the MDLP members (please) Operation review preparation, and Amanda went to BTC to present with the Leadership Team Vacation end for Amanda; vacation start for Gemma Invitations to interview’s organised Sourcing external meeting venues for training programs Induction amendments made Online application form revamp, and soon to be released New starter Mr Steve Woods arrived – welcome!" Thanks Barbara! Next up is Ben in Technical Support: "Team A have been on shift this morning with most of us kept busy answernig calls with a few lucky ones chosen to help the faults team keep their workflows to a reasonable level. Our top five issues for calls are as follows: 1. Fault updates A lot of customers are calling us for updates on open faults. These calls often come after a voicemail or text from our faults team but there have also been customers chasing us for updates if they've not heard back from us. 2. Router setups Our routers come with excellent instructions for basic setup but there are a lot of situations where our customers require help. These include removing old dial up accounts and updating proxy or DNS settings. 3= New faults There has been no pattern to the reported faults with no MSOs and no issues on our network. There has been a typical mix of synchronisation and speed problems reported to our faults team for further investigation. 3= Email setup As ever, customers often need to be pointed in the right direction when setting up basic email accounts or adding new mailboxes to their email account and client. 5. Billing As with our fault reports, there has been no pattern to these calls as there are no issues evident on our system, just customers calling in to update payment details or query the content of an invoice." Cheers Ben! Next, lets have a Comms update. Ready Chris? "Somehow it's come down to me to write the Comms EOD today, not sure how that's happened. Anywhooooooo On with the proceedings. As I'm sure you're all aware it's Friday, which means it's the end of the working week. Fortunately Bob's back next week to get the team back up to strength, not that we've missed him though. I've been handling change controls, of both a Networks and Dev persuasion today. Along with compiling some internal documentation and making a couple of posts on the forums. James has spent most of his day in the forums, along with a spot of problem management. Matt's been writing emails, lots of emails. I'm not going to disturb him and ask what they are as he looks ready to bite someones limbs off. So that's it for the day and indeed the week. Have a cracking weekend and we'll see you on Monday." Thanks a lot Chris, and finally, lets have Tahir from Customer Services: "Hi all. My name is Tahir from Plusnet Customer Services here from sunny Durban. It has been a busy day here. We took almost a 1000 calls today which all of us are really proud off. Our main objective was to maintain Service levels in our call center which we happily did. Two of us where seconded to other teams that's Roxanne and I. I personally had a break from the madness since I was seconded to Quality Team for the day. I did however I did take a few calls now and again when the call queues where high (So that you don't wait much longer ). Most of the calls where regarding general account billing queries. Overall it has been a good day. Most of us are looking forward to the well deserved weekend. Wish everyone that reads this a good and have a restful weekend. From your CS Analyst from sunny Durban! Tahir" And that is everything.  Have a good weekend, don't get too wet! Carl