Hello readers! It's been a while, but we're back! A lots happened since our last post, with surely the biggest news for us being the launch of our new broadband product - Plusnet Extra! So without further ado let us get to the meat in this sandwich.. here's Nevlan from Tech Support.
We have shown great improvement in the last week. We had 3 newbie's kick of their career in the Technical Support department with another 3 eagerly awaiting the paddling pools of training. We have improved our sickness levels in the past week, which in turn has improved our staffing greatly. With our attendance on good levels we were able to reach much higher CAR/SLA figures compared to the previous week. You know these Technical staff never stop to impress me, they have worked astonishingly well to squish our ticket pools and persevere towards a prime SLG overall. Well Done Tech!! Nice week!
Next is Carrie from the Sales and Customer Options Team...
Hi everyone from the Sales and COT team Its been a while since we got a mention in here, so here goes! This week i can say its been abit of a rollercoaster, its been a really steady week until the new products were launched on Thursday and it's been crazy since then! There have been a few problems which we've had help from James Kirkham who was very helpful and it looks better today. We've also had a few more new starters and we welcome Liam, Ashley, Matty, Hussain, Shazna, John and Sarah to our team. Also well done to the COT team, still doing a great job in saving our customers. The team itself have been working really hard and very well with each other and we can only get better and better in the future to come.
And finally Adam from Digital Care...
Hi all, This is my first end of week posting from a Digital Care point of view whilst I am still on secondment with the team. The start of this week did show signs of this being a busy one and it certainly has been for us. However I am glad to say that the main reason for this (the residential product refresh) has rolled very smoothly indeed and any questions from customers that we have been fielding have mostly been in the form of positive discussion and straight forward queries with regards to the details of the new products. As with any large piece of work, a few bugs are lurking but these are being picked up as they become evident and dealt with quickly. So a big pat on the back from Digital Care to anyone involved in the rollout and the people ploughing through the bug and problem fixes at the moment. We have as usual had our usual grumbles and complaints via tickets and forum posts to deal with and I have been using my recent experience from the CSC and BSC to get these resolved and also deal with any comms via the forums to quell any dissatisfaction from spreading. Amongst other things the rest of the team have been very busy with any comms on the back of RPR. A big thanks to Mand especially for the project management work that has been put in and fielding questions from customers directly. We're all off for a well deserved drink now and are glad to end the week on a positive note, obviously knowing that we need to hit the ground again running next week.
See ya soon readers!
