R0CKY
TSI Rocky
Premium,VIP
join:2005-05-19
Chatham, ON
| TekSavvy Strategy change....
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.... 
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TSI Rocky - TekSavvy Solutions Inc. |
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rupture
Oops I did it again
Premium
join:2005-07-29
Toronto, ON | Hope you will actually be able to catch a few winks in between all of that. Beauty sleep is VERY important |
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Radar73
join:2008-01-20
Ajax, ON | reply to R0CKY
I like this idea "Trying to add a customer portal to have you change things and view things yourselves." |
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andyb
Premium
join:2003-05-29
SW Ontario | reply to R0CKY
Good luck  |
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daboom
join:2001-12-16
Oshawa, ON
 ·Primus Talkbroadband
·Vonage
 ·TekSavvy Solutions..
| reply to Radar73
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
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Come join us on EFNET irc.dks.ca #teksavvy for live chat
Java Chat back online @ »teksavvy.kicks-ass.net |
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Gnaraktol
join:2008-03-18
Gatineau, QC
·TekSavvy Solutions..
| reply to R0CKY
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! |
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renton
Come On You Spurs
Premium
join:2002-01-05
North York, ON
·TekSavvy Solutions..
·Bell Sympatico
| reply to R0CKY
said by R0CKY  :5 - Trying to add a customer portal to have you change things and view things yourselves I like this as well. |
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JayMan
Whoot
Premium
join:2002-06-05
Earth
·TekSavvy Solutions..
·ELECTRONICBOX
| reply to R0CKY
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 |
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recneps
join:2006-06-24
Whitby, ON
·TekSavvy Solutions..
 ·Rogers Hi-Speed
| reply to R0CKY
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 |
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HiVolt
Premium
join:2000-12-28
Toronto, ON
clubs: | reply to R0CKY
Thanks for the heads up Rocky!
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,,!,,('-'),,!,, |
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Angelo_
The Network Guy
Premium
join:2002-06-18 | users being able to check line stats is not a bad idea at all, also viewing open / closed tickets would be very useful! |
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nanook
Premium
join:2007-12-02
·Bell Sympatico
·TekSavvy Solutions..
| reply to R0CKY
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.
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Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC
·Colbanet
·TekSavvy Solutions..
| reply to R0CKY
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 |
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jaysona
join:2000-03-22
Toronto, ON
| reply to Angelo_
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 |
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Angelo_
The Network Guy
Premium
join:2002-06-18 | 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 |
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recneps
join:2006-06-24
Whitby, ON
·TekSavvy Solutions..
·Rogers Hi-Speed
| reply to jaysona
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"
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. |
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anonymoose
@teksavvy.com | Speaking out automation. You should actually considering investing in some death-bots and send them over to BCE. |
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unayok
join:2008-05-10
Toronto, ON
| reply to recneps
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" 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... |
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emerald_b
join:2008-04-07
North York, ON
| reply to R0CKY
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 |
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KPaul
join:2007-02-08
·TekSavvy Solutions..
·Rogers Hi-Speed
| reply to anonymoose
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.
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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  |
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