[AusNOG] TPG NOC CONTACT

Mon Nov 10 21:24:44 EST 2014

+1 to Michael :D

D.

From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Michael
Wheeler
Sent: Monday, 10 November 2014 9:24 PM
To: Brad Peczka
Cc: ausnog at lists.ausnog.net
Subject: Re: [AusNOG] TPG NOC CONTACT

If you have done the basic stuff and have a fair understanding that level 1
tech support can't help you try this. Greet the person that answered the
phone and say "I was just talking to level 3 tech support when the phone cut
out, can you please forward me back to them". Haven't tested with TPG
specifically but most ISPs seem to fall for it. Not to be abused, try going
through the proper channels first, they are there for a reason :).

On 10 November 2014 19:59, Brad Peczka <brad at bradpeczka.com
<mailto:brad at bradpeczka.com> > wrote:

Have you ever thought about the reasons why *every* major ISP has a script?

Some are better than others at covering it with dialogue and discussion -
"Hi Sir, how are you today, let's do an ID check..." - but every ISP will
tell you to power cycle your modem, reboot your PC, and other basic
troubleshooting because they're catering for the lowest common denominator.

You know who I mean - Bruce and Sheila in Nowhere, NT, who have a Bigpond
service because "Hey, it's Telstra, they used to be Telecom so it can't be
too bad" and who somehow manage to avoid the litany of virii that would nuke
their XP machine in a heartbeat because they only visit news.com.au
<http://t.signauxtrois.com/e1t/c/5/f18dQhb0S7lC8dDMPbW2n0x6l2B9nMJN7t5XX4QZx
vYW8r56Qn1p1Fc4W63RzZn56dvWVf472n5202?t=http%3a%2f%2fnews.com.au&si=48278757
64076544&pi=fb46d1a2cbdf47a78030c4206c55ee87>  and the website for their
local Lotteries agency. They don't know about computers, modems, and all
that jazz, because they don't want to (nor should they have to) - and so,
when it stops working and Bruce calls Tech Support, they walk him through
the simple steps to ensure he won't get hit with an NFF when a tech rolls
out and finds the modem has locked up.

These people *do* exist - and while they exist, the script will exist.

In regards to training, can you offer even a shred of proof that Telstra and
Optus "do not train their CSRs properly" beyond your personal opinion? Do
you have a point of reference you can share for proper training? I'd be
extremely interested to see it because, last time I checked, Telstra won't
let a CSR within a cooee of a customer-facing phone without at least 6 weeks
worth of training on systems and processes. The same for Optus, the same for
iiNet, and any of the other major providers - regardless of where their call
centres are located. New operators are closely monitored for their first few
weeks on the phones, and not a single one will deviate from the script
because that's exactly what they're being paid to say. Follow the script,
log a ticket if the script says so, and the process will sort the fault out.
I challenge you to find another Tier 1 provider in the US or UK who has
frontline support personnel that don't have a script.

Just because your staff don't have a script, doesn't mean that a.) It's the
norm, or b.) It's The Right Way(TM). If you're happy with your staff
speaking to your clients without a script... then cool bananas! However,
every large enterprise will err on the side of caution - and hence, they
will provide a script.

Lastly, it's also worth remembering that the old adage still applies. If you
want better service, where "better service" == "speaking to an Australian",
pay for a better product. Using Telstra as an example, TID support is still
handled in Australia at double the price of Bigpond because that's what it
costs to get bums in seats in .au, support above-average CPE, and to have
Level 2-capable people staffing a Level 1 desk.

Regards,
-Brad.
________________________________________
From: AusNOG [ausnog-bounces at lists.ausnog.net
<mailto:ausnog-bounces at lists.ausnog.net> ] On Behalf Of ANSA SERVERS
[info at ausnetservers.net.au <mailto:info at ausnetservers.net.au> ]
Sent: Monday, 10 November 2014 4:37 PM
To: Skeeve Stevens; Geordie Guy
Cc: ausnog at lists.ausnog.net <mailto:ausnog at lists.ausnog.net> 
Subject: Re: [AusNOG] TPG NOC CONTACT

I thought I had really put my foot in it with this thread a day ago, now its
turned into something that's worth watching. I agree with Skeeve that we as
a collective and all other people in the IT industry need to stand up and
say enough is enough with sending jobs overseas.

Again, I will stress its not the CSR's fault. they are just doing their job
but its frustrating for the consumer on the other end of the phone that gets
frustrated and ends up abusing the CSR's because they cannot understand what
I am saying, breath heavily into the microphone of just make stupid mistakes
that come down to poor training.

Jared, I have never had to deal with your call centre so I cannot comment on
yours, but I am talking primarily about Telstra & Optus's contact centres
that are purely to save money however;

They do not train their CSR's properly. They give them a checklist to follow
which most people have already tried before calling, others just can't be
bothered and expect the call centre to fix a physical issue on the phone.

I as a small business am sick and tired of cleaning up the mess and bread
crumbs left by the bigger ISPS. Just today one of my clients told me that
their internet is so much faster than its every been after I replaced their
equipment which was dodgey isps supplied stuff and the cheap and nasty
filters with proper Telstra inline filters

Regards,

Matthew Matters  Managing Director / CEO of Aus Net Servers Australia Pty
Ltd
Management Department  |  Small Business Hosting Sales & Services  |  Aus
Net Servers Australia Pty Ltd
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