CTV NewsNet in TekSavvy http://www.dslreports.com/forum/r21024855 en Mon, 14 Dec 2009 21:52:47 EDT Mon, 14 Dec 2009 21:52:47 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21060526 Angelo_ : yes i just invest in »finance.google.ca/finance?client···=TSE:THI

closest thing we'd come to tsi stock =p]]> http://www.dslreports.com/forum/remark,21060526 Fri, 05 Sep 2008 01:12:39 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21060499 inferno_gn : Hi there,

Any Teksavvy stock? :D I want to invest. :D

inferno_gn
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Otaku Anime Network
»www.otakuanime.com/]]> http://www.dslreports.com/forum/remark,21060499 Fri, 05 Sep 2008 01:01:50 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21048055 jfmezei : >People taking orders don't need to be technically qualified,
>people fixing your order do. Also, if an order takes 7+ days
>to process, whether it's the same person or not won't matter:
>they'll have forgotten the conversation already, IMHO.

Ther Bell Canada syndrome where you have partitioned the responsabilities so much that one person can only answer 3 questions and must shuffle you to a gazillion more persons before you find the one capable of answering your 4th question.

What had made Teksavvy (and ISTOP before that) so great was the the tech support folks knew the company inside out and knew the network inside out.

As Teksavvy grew, it started to have people in charge of the network who were not in regular contact with customers, and tech support who didn't know everything the network guy(s) were doing. And of course, nobody knows what Bell is doing.

I am not sure there is a magic solution to scale a small-but-excellent support crew to a large one without changing how customers are treated. But what is really important is to have a ticketing system that is foolproof and does not let any problem report be forgotten because it was shifted from one department to another.

Maybe they need some sort of system that flags all tickets that are more than 24 hours old, with the manager following up with the person to whom the ticket was assigned to get an updated status, and after a while, if still not resolved, they would then contact the customer to ask their side of the story to ensure they are well served.]]> http://www.dslreports.com/forum/remark,21048055 Tue, 02 Sep 2008 21:48:58 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21044852 mlerner :
said by new2vdsl :

the employee taking the order and following up on it would catch the potential profile upgrade without the need for a sep department to follow up on this ???
It would be more intensive to train the reps then bring in new reps and create a new department. I also think though it may not be worth the effort, many people are on bad lines and not by choice.]]> http://www.dslreports.com/forum/remark,21044852 Tue, 02 Sep 2008 12:21:23 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21044760 NeoStylez : someone should record the Ad's :P i wanna see them :P]]> http://www.dslreports.com/forum/remark,21044760 Tue, 02 Sep 2008 12:04:56 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21044655 DSL_Ricer :
said by new2vdsl :

the employee taking the order and following up on it would catch the potential profile upgrade without the need for a sep department to follow up on this ???
People taking orders don't need to be technically qualified, people fixing your order do. Also, if an order takes 7+ days to process, whether it's the same person or not won't matter: they'll have forgotten the conversation already, IMHO.]]> http://www.dslreports.com/forum/remark,21044655 Tue, 02 Sep 2008 11:48:56 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21043635 anon : the employee taking the order and following up on it would catch the potential profile upgrade without the need for a sep department to follow up on this ???]]> http://www.dslreports.com/forum/remark,21043635 Tue, 02 Sep 2008 07:22:10 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21043598 DSL_Ricer :
said by new2vdsl :

id think the people taking the orders have a person to report to...adding a new dept to look over what the sup of the people taking the orders is only adding more expenses to your setup.
Having people call you costs money. For any call one needs to dedicate ~5 minutes just to handle the PR side. In many cases, an automated program could do some of the simple stuff like: 15db+ SNR => request profile to be increased.

Reputation also costs money: if an install happens sub optimally, eg. the person is put on a 3Mbit profile when he can do 5, he may complain to his friends/co-workers that teksavvy isn't so fast after all, without even thinking of calling tech support. Same thing with poor line quality and disconnects.

I think this is a step in the right direction.]]> http://www.dslreports.com/forum/remark,21043598 Tue, 02 Sep 2008 06:50:24 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21042345 Kareeser : Sometimes, it's better to have multiple departments doing several little things very well, instead of having one person doing everything.

It's an adaptation of the linux philosophy for programs, I think :)p]]> http://www.dslreports.com/forum/remark,21042345 Mon, 01 Sep 2008 21:28:33 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21042251 anon : We're launching a DSL Line Quality Assurance department on this coming Tuesday to proactively go after screwed up lines and get them fixed.

this is a huge cut to your bottom line and undermines the ordertaking/proviosionning people you have in place.

you take an order

mistakes can happen but the person taking that order certainly can keep track of it until it hits completion state then check on the line stats via the nexxia portal...and move forward based on those stats...profile too high mismapped whatever the situation might be for an order that doesnt go through correctly cause most of them are ok

id think the people taking the orders have a person to report to...adding a new dept to look over what the sup of the people taking the orders is only adding more expenses to your setup.

your company has been built on the right people in the right places...what your looking at just adds another layer of mgt to make excuses for not doing it right the first time]]> http://www.dslreports.com/forum/remark,21042251 Mon, 01 Sep 2008 21:11:47 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21042123 R0CKY :
said by k6richar See Profile :

couldn't get a better time slot then 4 in the morning?
There's between 600 and 700 ads going on a a split of prime and sub-prime slots....
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TSI Rocky - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,21042123 Mon, 01 Sep 2008 20:39:35 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21036660 k6richar : couldn't get a better time slot then 4 in the morning?]]> http://www.dslreports.com/forum/remark,21036660 Sun, 31 Aug 2008 16:41:15 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21036600 mlerner :
said by zaptor99 See Profile :

ROCKY for President (or Prime Minister)

:)
If that means we get free tim bits, I'd nominate him.]]> http://www.dslreports.com/forum/remark,21036600 Sun, 31 Aug 2008 16:27:31 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21036588 zaptor99 : ROCKY for President (or Prime Minister)

:)]]> http://www.dslreports.com/forum/remark,21036588 Sun, 31 Aug 2008 16:24:16 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21036133 DJMASACRE :
said by R0CKY See Profile :

Haha milnoc.... funny guy. :p :)

Sometimes you have to spend to make! ;)

Doing a little trial and error right now to see what sticks and will attempt a more broad-stroke marketing campaign soon to keep the momentum going.

We've been bouncing on trying to find ways to fund various efforts and had bounced on the idea of increasing rates a couple months ago (discussed in DSLR), but after a little more discussion internally and a few nights of rest/thought we decided to try a stronger offensive first... We love the $29.95 amount and if we can make a winning combination of it we'd like to keep it there for as long as it will allow!
Now THATS! management.

Rather than increase the price... increase the customers ! and what better way to do it than to provide excellent service at a reasonable price !

wow ... what a concept. :)

way ta go rocky.

the more publicity you get... showing the world between a cheap package with quality service vs. expensive package with throttling and caps.

if people still think they are best off with the 2nd choice,
i dont know what to think anymore.

just goes to show you how powerful media is, no matter what goes on behind the scenes.

:) ]]> http://www.dslreports.com/forum/remark,21036133 Sun, 31 Aug 2008 14:26:14 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21031618 grayfox : Great news rocky :).]]> http://www.dslreports.com/forum/remark,21031618 Sat, 30 Aug 2008 12:45:26 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21031294 David_T : They never said anything about Frink and Gorden though ;)]]> http://www.dslreports.com/forum/remark,21031294 Sat, 30 Aug 2008 11:29:50 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21031032 sbrook : You can be sure that Bell put the ad agency under a "nobody can use Frank and Gordon" clause.]]> http://www.dslreports.com/forum/remark,21031032 Sat, 30 Aug 2008 10:18:38 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21030929 Omr : Hey Rocky I got an a PR coup for you, rehire Frank and Gordon (The Bell Beavers) and have them just make fun of Bell ... heck let them say such things as "Bell fired us to go overseas for labour".

Jokes indeed ;) .]]> http://www.dslreports.com/forum/remark,21030929 Sat, 30 Aug 2008 09:44:54 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21030470 CaptainMazda :
said by R0CKY See Profile :

:)
WHAT DID YOU DO?!

PS. Keep up the great work ;)]]> http://www.dslreports.com/forum/remark,21030470 Sat, 30 Aug 2008 04:39:15 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21028958 NeTwOrKDawg :
said by R0CKY See Profile :

We've also hired more staff for both development and network engineering to work with Marc so that we get even tighter on how the back-end comes together.
Damnit.... this network engineer over here would have applied if he had known :) I am already half-way to 151 Front St. and have an access card :)]]> http://www.dslreports.com/forum/remark,21028958 Fri, 29 Aug 2008 20:57:42 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21028712 beamer69 : Good work and keep growing. Just makes you stronger to fight Bell :D]]> http://www.dslreports.com/forum/remark,21028712 Fri, 29 Aug 2008 20:09:27 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21028436 sbrook : Good stuff Rocky ... just don't fly Zoom!]]> http://www.dslreports.com/forum/remark,21028436 Fri, 29 Aug 2008 19:20:50 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21027954 Scoop : Good work Rocky!]]> http://www.dslreports.com/forum/remark,21027954 Fri, 29 Aug 2008 17:40:48 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21027636 ShadPTR : Sounds terrific Rocky. ]]> http://www.dslreports.com/forum/remark,21027636 Fri, 29 Aug 2008 16:40:35 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21027581 HiVolt : Good stuff Rocky! Keep up the good work!
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,,!,,('-'),,!,,]]> http://www.dslreports.com/forum/remark,21027581 Fri, 29 Aug 2008 16:31:12 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21027427 R0CKY : Ohhh JF.... You're such a pessimist! :p

Marc and I have cleared our schedules for the next month + (and for the previous month) and have been working with the various departments to make many changes.

We've hired more tech support staff, re-jigged the CSRs to speed a few things up on the processing/processes, been meeting/talking with Bell non-stop to try and have them get things worked out for both tech support and phone setup/support.

We've reworked the processes to stay on top of bell a little more, so that we not give them too much space to breath on troubled accounts.

We've stripped-down each order process and are almost done rebuilding forms/processes so that we land-up with orders that just flow from head to toe for processing, removing human error...

We've added internal filters/flags to catch mistakes and flawed/botched orders.

We're launching a DSL Line Quality Assurance department on this coming Tuesday to proactively go after screwed up lines and get them fixed.

We've also hired more staff for both development and network engineering to work with Marc so that we get even tighter on how the back-end comes together.

This baby's going to rock and roll in the coming months, but business must keep on trucking, as it always has.

The end result is that we plan on not only being the best at what we do, but also make it affordable.... It's a tough mix, but I/we think it's doable!

Rocky
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TSI Rocky - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,21027427 Fri, 29 Aug 2008 15:59:23 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21027233 anon : Is this the right time to advertise and grow ?

Shouldn't the focus be to fix things internally and provide a portal so customers can manage their accounts before going on some national advertising campaign ?

If you get more customers than you can handle, then stories of bad experiences will emerge one after the other and that will ruin your reputation. You don't want to become another Cybersurf.]]> http://www.dslreports.com/forum/remark,21027233 Fri, 29 Aug 2008 15:21:20 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21025997 R0CKY : Haha milnoc.... funny guy. :p :)

Sometimes you have to spend to make! ;)

Doing a little trial and error right now to see what sticks and will attempt a more broad-stroke marketing campaign soon to keep the momentum going.

We've been bouncing on trying to find ways to fund various efforts and had bounced on the idea of increasing rates a couple months ago (discussed in DSLR), but after a little more discussion internally and a few nights of rest/thought we decided to try a stronger offensive first... We love the $29.95 amount and if we can make a winning combination of it we'd like to keep it there for as long as it will allow!
--
TSI Rocky - TekSavvy Solutions Inc.]]> http://www.dslreports.com/forum/remark,21025997 Fri, 29 Aug 2008 11:47:20 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21025242 milnoc : So how much of a rate increase will we have to swallow to pay for the commercials? :)

Do you accept payments in Timbits? :D]]> http://www.dslreports.com/forum/remark,21025242 Fri, 29 Aug 2008 09:49:56 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21025050 Stewy : that's news to me

p.s. sorry I had to say it :)
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It's all... part of the plan.]]> http://www.dslreports.com/forum/remark,21025050 Fri, 29 Aug 2008 09:12:59 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21024944 R0CKY : :)]]> http://www.dslreports.com/forum/remark,21024944 Fri, 29 Aug 2008 08:47:35 EDT Re: CTV NewsNet http://www.dslreports.com/forum/remark,21024905 mlerner : They're on NewsNet now? well that's quite a big step up!]]> http://www.dslreports.com/forum/remark,21024905 Fri, 29 Aug 2008 08:33:10 EDT CTV NewsNet http://www.dslreports.com/forum/remark,21024855 anon : Um why does CTV NewsNet tell me 3 times from 4:15am to 4:25am to signup to Teksavvy? So wonder they are so damn busy.

:D :o :p]]> http://www.dslreports.com/forum/remark,21024855 Fri, 29 Aug 2008 08:18:34 EDT