[AusNOG] TPG NOC CONTACT

Mon Nov 10 22:23:15 EST 2014

Good email Brad, and the fact that people just simply slam these level 1
human beings as "useless" frustrates me. And hence why I get fired up!

My company has an AU call centre where by the front line is supported by
level 2 and 3 and even we have a script! Customers can generally be helped
via a script, and even those tech savvy ones can have an issue resolved by
simply rebooting a modem.

The saying you get what you pay for is very true, TPG have to outsource the
help desk to save on costs to pass down to the consumer. I on the other
hand only have offshore techs for some certain required skills that I was
not able to get here in AU at either a reasonable rate, or from hardworking
guys. There is many AU staff that I employ and they are great, but
sometimes there is a need to off shore jobs and it's not always about
costs.... People need to get that login from their heads.

As for people also commenting on the CSR's being under trained, I believe
that is not true, the majority of time that I deal with an offshore help
desk I arable to get a resolution for the simple issue I may have, as
that's what they are there for, simple issues. They can then escalate if
need be, but your right in saying that people in Optus and Telstra AU and
offshore all go through EXTENSIVELY training, and for people to brand them
"useless" and "un trained" is very unfair.

Glad people have seen my issue with mr Ausnet here, we really need to step
back and look at the economies of why offshore is happening, how it's
happening and the fact that they are indeed like you and I, striving to
live by working to help you and I.

On Monday, November 10, 2014, Brad Peczka <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
> 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 <javascript:;>] On Behalf
> Of ANSA SERVERS [info at ausnetservers.net.au <javascript:;>]
> Sent: Monday, 10 November 2014 4:37 PM
> To: Skeeve Stevens; Geordie Guy
> Cc: ausnog at lists.ausnog.net <javascript:;>
> 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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