Cable Forum - View Single Post - 50M Superhub is nowhere near as bad as people say!

Ignitionnet · 03-05-2011, 19:51

There seems to be a bit of a need for expectations management.

The guys answering the phone are not DOCSIS gurus, they are trained to manage the most common issues not to know about firmware, MTU changes, etc.

90%+ of issues are with customer's PC or configuration at some point, so this is where the training is focussed.

Expectation management is important, these guys may or may not be aware of issues and you would hope that they are, the issue that is unacceptable by any stretch is where problems aren't being escalated in a timely fashion but agents are more worried about their call handling stats.

If you want MCSEs / CCIPs answering calls probably best to go to an ISP that charges a tad more.

That said VM should ensure that their staff are aware of hot issues and the staff should all familiarise themselves with hot issues so that they can escalate calls promptly and appropriately.

03-05-2011, 19:51	#231
Ignitionnet Inactive Join Date: Jun 2008 Location: Leeds, West Yorkshire Age: 47 Posts: 13,995	Re: Superhub is nowhere near as bad as people say! There seems to be a bit of a need for expectations management. The guys answering the phone are not DOCSIS gurus, they are trained to manage the most common issues not to know about firmware, MTU changes, etc. 90%+ of issues are with customer's PC or configuration at some point, so this is where the training is focussed. Expectation management is important, these guys may or may not be aware of issues and you would hope that they are, the issue that is unacceptable by any stretch is where problems aren't being escalated in a timely fashion but agents are more worried about their call handling stats. If you want MCSEs / CCIPs answering calls probably best to go to an ISP that charges a tad more. That said VM should ensure that their staff are aware of hot issues and the staff should all familiarise themselves with hot issues so that they can escalate calls promptly and appropriately.