Communication between WBS & iBurst Customers

Do you want this thread replaced with a post-launch thread?

  • Start a new thread (i.e. wipe the slate clean) & close/lock this thread

    Votes: 19 86.4%

  • Leave it open for constructive criticism of WBS iBurst Customer Service & Support

    Votes: 3 13.6%
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    22
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Ping statistics for 196.25.1.200:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
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ic, not to mention the fact that vodacom3g's post are of much higher quality than ibursts, much better worded and thought out, and they actually do something to address the problem by following through with action, rather than just a 'we're working on it' type response. Gee thats a long sentence :). Quite impressive I must admit and clearly showing the quality of the operation is lightyears ahead.
 
Couldn't we get hold of arraycom and get them to kick wbs' butt for making such a mess of iburst. Seriously its going to give the technology a bad name.

Just a thought :)
 
fergus said:
Couldn't we get hold of arraycom and get them to kick wbs' butt for making such a mess of iburst. Seriously its going to give the technology a bad name.

Just a thought :)
Click to expand...

Heh, we could but would they answer?
 
What time do the IBurst people get to work?

Does anybody else love the new message at the IBurst call centre?

"Our call centre operation hours are from 8am to 11pm - Monday to Friday blah blah blah... Due to unforseen circumstance we cannot take your call right now. Please call back in half an hour." (Not exact quote)

What kind of business has a message like that during normal working hours? (time is now 8:22am).. All I want to do is report a tower that is down... If I just wait for them to notice it - it could take hours for the idiots to do something about it.

In terms of technical problems - I haven't had many with IBurst - in terms of support - I'm getting a touch irritated to put it mildly.
 
Can I start swearing now....

I actually feel very sorry for the support centre staff... they don't ever know anything - all they can do is say somebody will phone you back eventually with an estimated time.

Heck its as frustrating as hell when you really want to yell at somebody and you can't...

On the other hand whoever put their callcentre system in - needs to do a little more thinking....

1. In several minutes of holding I did not want to hear that "WBS is the proud supplier of the national lottery." every 15 seconds....
2. If I am going to be holding for a few minutes... it'd be nice if it told what position in the queue I was?

I pity their support staff because they have to face irate customers irritated by points 1 & 2 above - and be absolutely unable to give an answer thus making it absolutely pointless for the poor customer (me) to have phoned in the first place.
 
twixt, you obviously haven't dealt with Sentech support have you?

compared to WBS support, WBS is f1cking geniusses
 
twixt, they know which towers are up or down immediatly (unlike Sentech), this is why it would be helpful having a status page on their website that they "upgraded"
 
noone said:
twixt, you obviously haven't dealt with Sentech support have you?

compared to WBS support, WBS is f1cking geniusses
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Yip, fortunately for me, I managed to avoid the Sentech horror - mostly due to reading complaints on this forum. :)

I didn't mean to imply the IBurst staff were stupid - I just find that they never actually know enough about what is going - they're probably not kept informed enough to do their job properly.

It would be good if they could give estimated times of fixing (which they can get by communicating with their technical dept.) - as opposed to the standard canned answer - We are working on it.

Oh yes - and I stand by my complaint of having to hear umpteen times about WBS being the national lottery supplier :rolleyes: by the time I was off that call - I was well on my way to being a terrorist determined to target the national lottery!
 
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nope IC, requesting a noticeboard won't help... if I know them, they'll implement something like Sentech did.

We begged for MONTHS for some kind of noticeboard, it took them MONTHS to implement it, and when it did come about, you couldn't post on it, only the could. Plus, it is some kind of free phpboard I can go download NOW and 5 minutes later be up and running.

Several Months vs 5 minutes

Not alot to ask now is it?

I mean, lets look at the math quickly :

Assume you have 1500 clients. a Tower goes down, or possibly, you experience international bandwidth problems. Let assume 50% of those people would actually call to complain (knowing south african's, they will just roll over and be walked over....50% is modest)

Your call centre will field around 750 calls, lets say your call centre has 4 agents (i think thats about accurate when it comes to WBS?)

750/4= 187.5 clients per call centre agent

Let's assume you spend an average of 4 minutes on the phone actually talking to an agent.

187.5*4= 750 minutes (easy one eh?) = 12.5 hours (round about normal working day for me)

So it will take 1 agent 12.5 hours to explain to 187.5 people that they indeed have a network issue and is busy looking into it.

WBS is spending (minimum wage + R1000)*4 on staff, who obviously can't cope with the volume of calls. Let's assume WBS (in their all genius state) decide to hire another 6 call centre agents. Their cost increases to (minimum wage + R1000)*6, and to manage these agents, the need a call centre manage, lets assume (minimum wage + R2000).

Each call centre agent now deals with 75 clients on average of 4 minutes (not including actual support) to explain the network is in fact experiencing problems.

Decreasing the time spent on the phone with clients to around 5 hours per call centre agent (excluding the call centre manager)

So WBS will be spending :

minimum wage * 11 + R10000 + R2000 to handle 1500 callers (above figures worked on 750 callers only, but now they can handle the volume)

Now, instead of forking out that kind of money to beef up your call centre, you could have had :

a) a voice prompt telling the user that you are experiencing problems at the moment (not like Sentech's voice mail that said they're were for several months) an UP TO DATE TO THE HOUR/MINUTE voice prompt.
b) have a forum where they post up/down status' of various things (if international is down, local would work and you can then go to their site)

This would field 80% of the calls you get asking if there is a network problem.

Bringing you back to the 4 agents fielding the calls.

Why have that expense? They have the technology

F!CKING USE IT YOU IDIOTS!!!!!!!
 
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calling an average ping to google @ 3000ms a few glitches?

yes MR Noone... what does pings to google have to do with a PABX?
 
sihen said:
calling an average ping to google @ 3000ms a few glitches?

yes MR Noone... what does pings to google have to do with a PABX?
Click to expand...

the fact that you guys are probably trying to route your customer's internet connections through it... thats what....
 
I say we wait for him to leave the building and moer him...

maybe he'll catch a clue
 
again, "probably not kept informed enough to do their jobs"

if that is the merit you judge them on, then they're freaking rocket scientists with billions of dollars at their disposal to do a very good job...

sentech sucks, down with feminism, hail BONG
 
Hey guys.

Personally I think that things will improve as systems are brought online. I've been told again and again all will be in place before the march launch ... just hope everthing gets tested a bit before then ...

The call centre may be a bit blind until monitoring etc is all available ... who knows ....

Darth Vader does ... grin
 
IC, same dude, the japs as well as the radio people are working around the clock to fix the problem, hopefully it will be sorted out soon.

Noone ill ignore that comment.
 
regardtv said:
Hey guys.

Personally I think that things will improve as systems are brought online. I've been told again and again all will be in place before the march launch ... just hope everthing gets tested a bit before then ...

The call centre may be a bit blind until monitoring etc is all available ... who knows ....

Darth Vader does ... grin
Click to expand...

Yeah, then all we need is for the price to drop and the cap to be more realistic and we may actually have some competition.

:mad:
 
er... dude, was it just me who NOTICED THE BIG FUKKING PLASMA SCREEN IN THEIR CALL CENTRE SHOWING THE STATUS OF THE FUKKING TOWERS?

they already have the **** implace... bring on the IQ
 
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