topic Re: PM should hire more mods and csrs! in Get Support

PM should hire more mods and csrs!

MzBlackPearl — Wed, 05 Jan 2022 06:21:13 GMT

I feel like many of the things implemented by Telus and PM are reactive instead of proactive. Why not be prepared for the influx of customers due to the Fall promo? Or at least hire temporary contract employees to assist with the backlog. If mods are still at Dec 7 in posts to respond to, why risk losing/alienating customers you just acquired? It's frustrating as a customer.

Re: PM should hire more mods and csrs!

mimmo — Fri, 16 Dec 2016 14:49:45 GMT

I believe they have hired 5 mods since the promo ended.

Re: PM should hire more mods and csrs!

MzBlackPearl — Fri, 16 Dec 2016 14:53:36 GMT

But if they are still nearly 10 days behind in addressing issues, was that enough?

Re: PM should hire more mods and csrs!

Subbanator96 — Fri, 16 Dec 2016 14:55:50 GMT

To be honest, I really really don't think they were expecting the influx they received, otherwise I trust that they would have been better prepared, with the bugs out of the porting system or moremods already hired.

Re: PM should hire more mods and csrs!

CaNuCk07 — Fri, 16 Dec 2016 14:58:11 GMT

@MzBlackPearl You have to be realistic, you cant go nuts hiring temporary employees, by the time theyre up to speed PM is probably caught up, its just a waiting game.

The best resolution is next promo they're ready for it and this doesn't happen.

Re: PM should hire more mods and csrs!

Rockdaddy22 — Fri, 16 Dec 2016 15:04:51 GMT

They've already admitted they weren't prepared. It's unfortunate but we can only move forward.

Re: PM should hire more mods and csrs!

Leda — Fri, 16 Dec 2016 15:07:42 GMT

I think the same way. Is very bad if you can't offer a reliable customer service. They are going to loose clients. I'm already thinking of moving. I dont have service on my phone for a week now. My account was suspended "because" of insuficient founding, altouh they took the money out of my credit card. Is crazy. And no customer service to answer the 855 number.

Re: PM should hire more mods and csrs!

MzBlackPearl — Fri, 16 Dec 2016 15:09:34 GMT

But that's bad planning on their part. It would have been easier for them to hire contract mods prior to the promo in anticipation and end their contracts early if the demand wasn't there or extend them, since it was. Because the issues that new customers are facing aren't going to endear them to the company. And the bad reviews and experiences may hurt them more in the long run than the promo benefitted them. Opportunity costs....

Re: PM should hire more mods and csrs!

neilselden — Fri, 16 Dec 2016 15:12:13 GMT

Hi,

From my perspective, it's not an issue of having more moderators.

It is a matter of improving the self serve portal and associated back-end.

We saw what appeared to be a lot of:

Porting issues
Account activation issues
BIlling issues
Auto-renew issues
Add-ons triggering accounts to become expired

This stuff falls into two categories:

Provisioning system
Billing system

Public Mobile: I love your company and service - I've had zero issues since joining. However, I trust that these two areas are where you are focusing improvements efforts. 🙂

And spank the development and testing teams that goofed up the add-on expiry. Seriously. 🙂

Cheers,

Neil

Re: PM should hire more mods and csrs!

swz5005 — Fri, 16 Dec 2016 15:11:57 GMT

the whole reason PM is cheaper and still have great reception/service is because they DONT hire too many supports.

Hiring more mods/csrs will just increase cost to everyone else.

Re: PM should hire more mods and csrs!

MzBlackPearl — Fri, 16 Dec 2016 15:12:42 GMT

@CaNuCk07 I'm not saying go nuts. I'm saying that Telus has been reactive instead of proactive on a number of occasions since this acquisition. As a Telus customer in the past and now as a PM customer this is more of a company culture thing than just this specific instance.

Re: PM should hire more mods and csrs!

Rockdaddy22 — Fri, 16 Dec 2016 15:12:52 GMT

@Leda Public Mobile doesn't offer telephone support. It's only offered to old school legacy customers.

Re: PM should hire more mods and csrs!

MzBlackPearl — Fri, 16 Dec 2016 15:13:32 GMT

@CaNuCk07 hopefully they do learn from this an are proactive beforehand...next time.

Re: PM should hire more mods and csrs!

MzBlackPearl — Fri, 16 Dec 2016 15:14:13 GMT

@Rockdaddy That is fair. It was just my observation.

Re: PM should hire more mods and csrs!

Rockdaddy22 — Fri, 16 Dec 2016 15:15:49 GMT

MzPearl they've admitted they underestimated the demand for the promo. You've never heard of a company underestimating demand on a sale or promotion before, it won't be the last company unfortunately. Sometimes these things are hard to predict.

Re: PM should hire more mods and csrs!

Rockdaddy22 — Fri, 16 Dec 2016 15:16:22 GMT

Sorry I was typing while you wrote that 🙂

Re: PM should hire more mods and csrs!

Rockdaddy22 — Fri, 16 Dec 2016 15:16:52 GMT

I definitely agree with you, they weren't prepared

Re: PM should hire more mods and csrs!

MzBlackPearl — Fri, 16 Dec 2016 15:18:29 GMT

How many more customers, especially new ones probably feel like @Leda does? Or are enduring the same thing?

@neilselden I previously had issues inputting the cc info to pay...it happened multiples in self-serve back when there was call centre support for all. The provisioning system and back end have proven inadequate even before this fall promo. So I do agree with you there. But why implement such a huge promo if the system was already flawed and call centre was being phased out...again bad planning.

Re: PM should hire more mods and csrs!

Chaos_Scorpio — Fri, 16 Dec 2016 15:19:13 GMT

no one is ever prepared for RFD Effect ... we've shut down websites because of it. it should be expected, if you came form RFD or know someone from there who referred you, we BREAK THE INTERNET to save money.

Re: PM should hire more mods and csrs!

Rockdaddy22 — Fri, 16 Dec 2016 15:20:05 GMT

The call center has been gone a long time, not sure what you're talking about.