TekSavvy Strategy change.... in TekSavvy

TekSavvy Strategy change.... in TekSavvy http://www.dslreports.com/forum/r20805514 en Wed, 11 Nov 2009 01:28:50 EDT Wed, 11 Nov 2009 01:28:50 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20837570 nanook :

said by R0CKY

:

Update on things/progress...

One of the things I love about small companies is how quickly they can get things done. Imagine how long it would have taken Bell to come up with a laundry list like the one that Rocky posted less than a week ago. Then imagine how long it would have taken them to implement even one of those changes.

It will be interesting to see how much George Cope can accomplish in his first 100 days, above and beyond the usual self-serving platitudes -- and the massive layoffs.]]> http://www.dslreports.com/forum/remark,20837570 Wed, 23 Jul 2008 16:26:23 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20837564 Omr :

said by R0CKY

:

Update on things/progress....

6 - Try and get some sleep in between.... :)

See #5! ;)

Oish, go to Timmies, Coffee Time, Starbucks, etc... and choose your poison.]]> http://www.dslreports.com/forum/remark,20837564 Wed, 23 Jul 2008 16:25:31 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20837284 R0CKY : Update on things/progress....

said by R0CKY

:

1 - Dedicating a person to just looking at bad profiles/setups.

Steve (TSI Steve) has been assigned...

2 - Call trends have changed, so we'll be redoing our scheduling as our current shift schedule leaves us short in certain areas through the day/night.

Shifts haven't changed just yet as we've first revamped call monitoring strategies from Management. Response times are running much higher as a result and we're now able to spend a little more time calling people back.

3 - Revamping some of our internal systems to add more automation.

We've now already chopped off something between 10 and 15 hours of man hours per day of work, which is freeing up some phone/customer time in a big way!

4 - Revamping our daily task sheets to make them tighter to try and be more responsive and in your faces with updates.

See #3

5 - Trying to add a customer portal to have you change things and view things yourselves

In the works... lots of work left for this one though

6 - Try and get some sleep in between.... :)

See #5! ;)
--
TSI Rocky - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20837284 Wed, 23 Jul 2008 15:26:23 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20818391 infamouskid : ahhh the growth of a company. i remember this phase when i used to work at idirect. good luck in the phase rocky. it'll be challenging but change is good. its a good sign and i think we all appreciate the steps you are doing to improve our experience.
--
"carpe diem"]]> http://www.dslreports.com/forum/remark,20818391 Sat, 19 Jul 2008 21:57:10 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20812733 derekm :

said by Maynard G Krebs :

Please ensure that the portal is set to use SSL. I don't want Bell sniffing my info.

Your acct name/password are already being sent clear text to Bell each time you authenticate with PPPoE. They use PAP for authentication, which is plain text.

With that sniffed, Bell could change anything on your account anyways.]]> http://www.dslreports.com/forum/remark,20812733 Fri, 18 Jul 2008 16:09:35 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20811786 daboom : What happens is this topic get so many reads etc that it ends up in the Topic/forum news tickers at the top of the page thus everyone that has this on will see it.
--
Come join us on EFNET irc.dks.ca #teksavvy for live chat :)
Java Chat back online @ »teksavvy.kicks-ass.net]]> http://www.dslreports.com/forum/remark,20811786 Fri, 18 Jul 2008 12:41:37 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20811744 hockeynomad : What's somebody from Los Angeles interested in this forum?]]> http://www.dslreports.com/forum/remark,20811744 Fri, 18 Jul 2008 12:32:41 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20811730 Guspaz : I believe you guys have just been introduced to what we here on the internets like to call a troll. He was moderately successful, it seems.]]> http://www.dslreports.com/forum/remark,20811730 Fri, 18 Jul 2008 12:29:40 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20811169 Trisomy21 :

said by TSI Jason

said by Kareeser

:

Too bad Timmies doesn't deliver...

Sure they do, its called dial-a-bottle, except you have the pick you up timmies! :D

rofl, that's horrible. There's a Timmies practically every 3 blocks! Still, if you're ordering alcoholic beverages then its alright. Though they make you pay $5 per stop.]]> http://www.dslreports.com/forum/remark,20811169 Fri, 18 Jul 2008 10:40:57 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20811056 hockeynomad : I really think the VOIP provider Unitz is well to be diplomatic not one of the best.

All current subscribers must pursue other options as there are a plenty.]]> http://www.dslreports.com/forum/remark,20811056 Fri, 18 Jul 2008 10:16:52 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20810993 emerald_b : LMAO I see you have personal experience... :P don't tell angelo tho... he might actually do it. mmmm... timmies. What were we talking about again? :P]]> http://www.dslreports.com/forum/remark,20810993 Fri, 18 Jul 2008 10:04:52 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20810923 hockeynomad : Also tell your existing VOIP customer that you aare abandoning VOIP and to start searching for another provider as your support in this area is dying. ]]> http://www.dslreports.com/forum/remark,20810923 Fri, 18 Jul 2008 09:49:54 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20810023 jpabboud : Automated profile upgrade/downgrade .]]> http://www.dslreports.com/forum/remark,20810023 Fri, 18 Jul 2008 01:50:43 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20810000 David_T :

said by R0CKY

:

5 - Trying to add a customer portal to have you change things and view things yourselves

Awesome! Can't wait to see this implemented :)]]> http://www.dslreports.com/forum/remark,20810000 Fri, 18 Jul 2008 01:41:09 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20809964 TSI Jason :

said by Kareeser

:

Too bad Timmies doesn't deliver...

Sure they do, its called dial-a-bottle, except you have the pick you up timmies! :D]]> http://www.dslreports.com/forum/remark,20809964 Fri, 18 Jul 2008 01:20:44 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20809812 grayfox : The online portal idea is a really great idea.

Its a bit of an inconvenience to have to call to change your password. I feel like im wasting the techs time.]]> http://www.dslreports.com/forum/remark,20809812 Fri, 18 Jul 2008 00:21:59 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20809747 dre145 : as long as these things are cost efficient for the company then im all for it. I personally dont see a reason spending tons of time and money programing some of the features that some people go around dreaming about if it doesnt make sense for teksavvy.

Sure some of these fetures would be nice but i can do without them just fine. But if in the long run it ends up saving you guys money im all for it.]]> http://www.dslreports.com/forum/remark,20809747 Fri, 18 Jul 2008 00:07:28 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20809707 Kareeser : Too bad Timmies doesn't deliver...]]> http://www.dslreports.com/forum/remark,20809707 Thu, 17 Jul 2008 23:56:10 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20809419 anon :

said by R0CKY

:

5 - Trying to add a customer portal to have you change things and view things yourselves

Please ensure that the portal is set to use SSL. I don't want Bell sniffing my info.

Thanks.]]> http://www.dslreports.com/forum/remark,20809419 Thu, 17 Jul 2008 22:54:05 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20809310 anon : Bell and Rogers customer service solutions = outsourcing to save more money while they gouge you for every penny they can.]]> http://www.dslreports.com/forum/remark,20809310 Thu, 17 Jul 2008 22:32:47 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20808814 mr_hexen : my guess this is somewhat in response to the increasing number of unhappy newbies joining up.

Bravo for stepping up R0CKY and the gang.

Thank you to Rocky for realizing the requirements / faults of the current setup.

Thank you to the teksavvy employee's who are no doubtedly changing their work schedules around.

This is yet another reason I am a TSI customer. When was the last time Rogers or Bell announced it's customer service revisions BEFORE they implimented them, or at all. They are really quick to announce price increases, but not something like this.

BRAVO.]]> http://www.dslreports.com/forum/remark,20808814 Thu, 17 Jul 2008 21:15:07 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20808464 KPaul : I'll kill for hire for TSI for free!!!

said by anonymoose :

Speaking out automation. You should actually considering investing in some death-bots and send them over to BCE.

--
I hate rogers and their CRAP tech. support... But, MAJOR kudos to the TekSavvy team!

Al Bundy - "Six bucks is too much money to spend on any woman." it's too true sometimes :D]]> http://www.dslreports.com/forum/remark,20808464 Thu, 17 Jul 2008 20:07:35 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20808332 emerald_b : Thats one thing I love about rocky and Teksavvy.. their business plans are made from common sense. They know what the customer likes, what they dont like and from there build a plan to help their customers and aid the transition for new customers. We need more logic and less greediness in this industry :) Im sick of banging my head against a wall listening to bell's twisted sense of logic... Good luck rocky... not sure if the beauty sleep will help tho :P jk]]> http://www.dslreports.com/forum/remark,20808332 Thu, 17 Jul 2008 19:39:21 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20808221 unayok :

said by recneps

:

If you're using a modem like the st516, it's my understanding that you need to plug-in directly, install DMT and all that. If you asked my brother to do that, he'd be lost by the "plug-in directly" :p

You know, I never really understood that. I have a st516. I access it through my gateway/router machine from the internal network fine (and it's in bridge mode). I guess it's probably much easier for less tech-savvy (hehe) people to do it directly (or at least easier for those here to explain it that way), but it's not an absolute requirement.

Oops, off-topic. Carry on...]]> http://www.dslreports.com/forum/remark,20808221 Thu, 17 Jul 2008 19:15:21 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20808046 anon : Speaking out automation. You should actually considering investing in some death-bots and send them over to BCE.]]> http://www.dslreports.com/forum/remark,20808046 Thu, 17 Jul 2008 18:35:07 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20807909 recneps :

said by jaysona

said by Angelo_

:

users being able to check line stats is not a bad idea at all, also viewing open / closed tickets would be very useful!

You can check line stats yourself with the right equipment. I have been using Teksavvy (dry loop in Montreal & Toronto) for more than five years now, both locations have a Netopia 2247 which has a built in DSL modem, Wi-Fi & Ethernet switch. The unit will provide stats on the DSL connection, I have included mine below.

DSL Line State: Up
ADSL Startup Attempts: 1
ADSL Modulation: DMT
ADSL Data Path: Interleave
Datapump Version: DSP 7.2.3.0, HAL 7.2.1.0

Downstream Upstream
---------- ----------
SNR Margin: 31.00 11.50 dB
Line Attenuation: 11.00 18.50 dB
Output Power: 3.56 12.60 dBm
Errored Seconds: 0 0
Loss of Signal: 0 0
Loss of Frame: 0 0
CRC Errors: 0 0
Data Rate: 5096 800

What I meant above, as Angelo kinda clarified is that the average user (who has no idea how to get these stats) could then login and pull them up easily for troubleshooting here.
If you're using a modem like the st516, it's my understanding that you need to plug-in directly, install DMT and all that. If you asked my brother to do that, he'd be lost by the "plug-in directly" :p
But he is fully capable of browsing to forums or to a login page like the one with theoretical teksavvy acct info.
Also - there was an issue with IKNS remotes and some modems - knowing the stats from the other end would confirm if one was on interleaved or not, etc.]]> http://www.dslreports.com/forum/remark,20807909 Thu, 17 Jul 2008 18:09:08 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20807606 Angelo_ : yes i am aware of this, but the user was saying to get lanstats right from tsi with no need to have the modems which have the feature... it would be nice. But, not needed as you said]]> http://www.dslreports.com/forum/remark,20807606 Thu, 17 Jul 2008 17:15:32 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20807572 jaysona :

said by Angelo_

:

users being able to check line stats is not a bad idea at all, also viewing open / closed tickets would be very useful!

said by R0CKY

:

As a result I won't be quite as present over the next 4 to 8 weeks....

:(

Can't you delegate 30 minutes of work a day to someone else so that you can drop by ? :P]]> http://www.dslreports.com/forum/remark,20807285 Thu, 17 Jul 2008 16:15:12 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20806308 nanook :

said by R0CKY

:

1 - Dedicating a person to just looking at bad profiles/setups.

That says a lot about Bell's utter ineptitude.

5 - Trying to add a customer portal to have you change things and view things yourselves

Bravo!

Good service - it's an oxymoron

quote:
Customers would prefer not to contact companies in the way they are forced to do to get answers or solutions. They would either prefer not to make any contact at all or, in many situations, prefer the flexibility and convenience of well-designed self-service that they can use whenever they have the time, or of pro-active alerts to them before an issue becomes serious.

6 - Try and get some sleep in between.

Absolutely. Otherwise you risk screwing up some or all of the above ;) Plus your health is more important than making a few bucks.
]]> http://www.dslreports.com/forum/remark,20806308 Thu, 17 Jul 2008 13:35:12 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805825 Angelo_ : users being able to check line stats is not a bad idea at all, also viewing open / closed tickets would be very useful!]]> http://www.dslreports.com/forum/remark,20805825 Thu, 17 Jul 2008 12:06:25 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805819 HiVolt : Thanks for the heads up Rocky!
--
,,!,,('-'),,!,,]]> http://www.dslreports.com/forum/remark,20805819 Thu, 17 Jul 2008 12:05:28 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805812 recneps : I know security's an issue, but if you could enable these things to be checked by the end user, you could alleviate a LOT of calls in:

1. Change password for dsl login, email accounts, etc
2. View bills (detailed)
3. Change payment method, e-statements, etc
4. Check status of given login (i.e. the line stats from your end - see if there is a discrepancy with the modem; link to bandwidth tracker, etc.)

I'm probably forgetting some things, but that probably sums it up]]> http://www.dslreports.com/forum/remark,20805812 Thu, 17 Jul 2008 12:05:06 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805807 JayMan :

said by R0CKY

:

2 - Call trends have changed, so we'll be redoing our scheduling as our current shift schedule leaves us short in certain areas through the day/night.

Oh Oh, Hire me. Workforce and scheduling is what I do. If I can schedule 300+ Rogers CSR's I'm sure I can do something at Teksavvy. :-p]]> http://www.dslreports.com/forum/remark,20805807 Thu, 17 Jul 2008 12:03:46 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805774 renton :

said by R0CKY

:

5 - Trying to add a customer portal to have you change things and view things yourselves

I like this as well.]]> http://www.dslreports.com/forum/remark,20805774 Thu, 17 Jul 2008 11:57:36 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805666 Gnaraktol : I very much like this idea, if the new portal allows you to view the bills and details, that would be super!
and the automation would reduce the time spent handling a call... makes good business sense!

I second being included in the trial if necessary...

Thanks Rocky!]]> http://www.dslreports.com/forum/remark,20805666 Thu, 17 Jul 2008 11:37:40 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805628 daboom : I second that idea! In fact when it get's to the point for testing it you can count me in on that :) Remember it doesn't have to look pretty just as long as it does what it says it can do :)
--
Come join us on EFNET irc.dks.ca #teksavvy for live chat :)
Java Chat back online @ »teksavvy.kicks-ass.net]]> http://www.dslreports.com/forum/remark,20805628 Thu, 17 Jul 2008 11:31:01 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805607 andyb : Good luck :p]]> http://www.dslreports.com/forum/remark,20805607 Thu, 17 Jul 2008 11:27:59 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805595 Radar73 : I like this idea "Trying to add a customer portal to have you change things and view things yourselves."]]> http://www.dslreports.com/forum/remark,20805595 Thu, 17 Jul 2008 11:25:58 EDT Re: TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805564 rupture : Hope you will actually be able to catch a few winks in between all of that. Beauty sleep is VERY important :)]]> http://www.dslreports.com/forum/remark,20805564 Thu, 17 Jul 2008 11:21:49 EDT TekSavvy Strategy change.... http://www.dslreports.com/forum/remark,20805514 R0CKY : Hey Gang,

With all the recent ongoings at Bell we've been faced with much higher call volumes and communications changes so we'll be making some changes and rejigging our strategies.

As a result I won't be quite as present over the next 4 to 8 weeks....

Changes being made include:

1 - Dedicating a person to just looking at bad profiles/setups.

2 - Call trends have changed, so we'll be redoing our scheduling as our current shift schedule leaves us short in certain areas through the day/night.

3 - Revamping some of our internal systems to add more automation.

4 - Revamping our daily task sheets to make them tighter to try and be more responsive and in your faces with updates.

5 - Trying to add a customer portal to have you change things and view things yourselves

6 - Try and get some sleep in between.... :)
--
TSI Rocky - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,20805514 Thu, 17 Jul 2008 11:15:48 EDT