VOIP etc > Voice Over IP - VOIP > ViaTalk > Please give us an update on the CS VTBrendan

Please give us an update on the CS VTBrendan

Appreciate the info... Thanks!

reply to VTBrendan
Thanks Brendan.

reply to VTBrendan

said by VTBrendan:

said by Aveamantium:

Let me start out that I've been very happy with VT over the past year and have no reason to not continue your service in the future. However, with that being said and after reading numerous posts about people waiting on hold for 2-3 hours and getting disconnected I was wondering what is up?

I know you've mentioned in the past that you're in the process of getting new hires and training, and believe me I understand that it takes awhile, but I was wondering when you were thinking that things were going to settle down? We can only speculate at how many new customers you got from the SR collapse so it is hard to appreciate what you're going through. Anyway, if you could just let us know what your goals are with respect to getting normal CS times (not premium support) back to something reasonable and when tickets will start to be processed like they had in the past, I think it would go a long way in addressing people's concerns.

Thanks...

The main period where a new user needs support is pretty much the first 2-3 weeks of their service - after that unless something major happens support calls are much fewer and further between. That being said, it puts a company such as ours at risk of over expansion when something such as what happened with sunrocket, occurs.

I'm using theoretical numbers here to try to make this as simple as possible... say if you say 75% of your support staff takes care of the X people you sign up in the previous two weeks. For that 75% of your staff, you have a staff to sign-up ratio of Y to X. The remaining 25% of your support staff handles existing customers after their initial setup, etc. at a much higher ratio. Just to throw out a ballpark number, say you need maybe 1 CS rep for every 10-20 sign-ups you receive per day out of your initial 75%, and 1 CS rep for every 750-1000 existing customers out of your remaining 25%.

That being said, if your sales volume takes a temporary spike of 50X its normal volume, then settles back down to about 5X your previous normal volume, expanding your staff to handle the 50X level is a move that could get a company 'SunRocketed' if you will So we've settled somewhere in the middle staff-wise.

With that reasoning in hand, I'd expect hold times to drop to between 30-60 mins towards the end of this week and into next week, and close to normal the following week. Ticket responses will pickup in approx. that same time frame. Number porting - We've switched to a much more automated system on the back end which has increased capacity. Network upgrades have been made with more to follow, and capacity on the network will not be an issue.

If anything changes on this front I'll keep things updated.

-Brendan

In their FAQ

"How long does it take for my number to transfer?

It takes approximately 20 business days to port your phone number to Viatalk's service."

From reading the posts here I'd say this is about right.

reply to Aveamantium
Brendan, That still doesn't explain the endless frustration with being kept on hold for 2-3hours and then going to fast busy or "support is not available". As if the 2-3hours is not bad enough, you don't know if you will even get through after the wait?

Hi Brendan,
I haven't been in the market for BYOD service since the VT supplied device is working well and I am pleased with the service .

A while ago you said that you would be automating the BYOD process. Have you been able to get any of that automation in place to make it easier for BYOD customers to get their phone number and adapter settings without having to call and talk to a sales or TS representative?
Tim
--
The difference between genius and stupidity is that genius has its limits.

Tim,

The automated provisioning of BYOD's (and the automated dispersion of BYOD info for all non-byod orders) has been being run manually for testing every few hours for the past couple of days. Its being put on fully automated mode this afternoon, so its essentially done at this point.

-Brendan

Brendan, I find it interesting that you're commenting here, but as best I can tell, you've been AWOL on your OWN forums (hostrocket). What's up with that? Why should people have to go to dslreports (no offense!) to get Viatalk info straight from the top when you link to the hostrocket forums on your website?

I posted an "Open Letter To Viatalk Management" thread in the "Welcome Center" at the hostrocket forum site. You should read it. You should respond to it, and you should update people on your own website as to what's going on.

As I mention in my thread there, people can understand and deal with problems given the unusual circumstances IF THEY ARE AT LEAST KEPT INFORMED! That's what's been missing from you. So, again, visit your own forum site, and update your own website blog. Dslreports is great, but why would you ignore your own forum(s)?

reply to VTBrendan
Keep up the good work I like the analogy by the way :P Don't want your company be absorbed by the Sun's gravity! I don't think I could live without custom call ID, call routing, etc. Thanks for the heads up...

reply to VTBrendan

reply to VTBrendan
Brendan, thanks for going on line to help us SunRocket refugees...

I sent a number port request last week and haven't gotten any sort of confirmation. I thought it was to come by email; should I be looking somewhere else? Should I resubmit or would that just confuse things and bog you all down even more?

reply to VTBrendan
As of yesterday afternoon 8/10/07, your system is still cutting people off after waiting 3 hours for support.

For the past few hours, calls to VT's 866 support number don't go through from mt VT phone. Just sits there with silence.

The non-toll-free number has always, since I've had working VT phone service, gone to a fast busy after maybe 30 secs of silence.

reply to Aveamantium
Ive been on hold since about 12:30pm, its now 6:23pm, went from queue number 85 or so to 3, thank you speakerphone!

reply to soccerdad62