iburst's turnaround plan

[halicon]

as reported by mybb

iBurst said that it is actively addressing all the consumer concerns, and that call centre capacity was increased by 60% during January to reduce response times, and will continue to be increased until response time is satisfactory.

yeah sure. explain to me why i could not get through to iburst theday before i decided to cancel. i tried the whole freaking night and then the whole freaking morning to no avail.

once again a nice steamy dishing of ibullshit and plus a real reporter would have asked why users were still experiencing terrible telephone comms from the company.

but alas we have to rely on bias media to find out what is happening with ibullshit these days.

[KirPlunk]

Yep - PR is more important than actually firing the fuckers who are running the company in to the ground.

[debbie]

How many people work for iburst's call centre?

Let's do some figures.

20% = 60 or 70 employees (techcentral)

take the mid-estimate = 65

(65/2)*10= 325 iburst employees total before last year's "restructuring"

325-65= 260 employees total (current)

Now if they've recently retrenched 65 employees, we can assume their current january call centre expansion is significantly less than the number retrenched/packaged in Q4 2009. Let's take a high estimate nonetheless, and pull 50% of the number affected in the "restructuring".

65/2= 32.5 = 33

High estimate-
where n=33 = 60%
= (33/6)x10
= 55

High high estimate-
(assumes 100% of people affected by "restructuring" came from call centre <unrealistic but the point is to get as close to a theoretical highest-end estimate as possible>)
where n=65=60%
(65/6)x10
=108

Low estimate-
(assumes 20% of staff "retrenched" were from call centre)
20% of 65= 13
n=13 =60%
(13/6)x10
=21.6 = 22

So, how many people work in iburst's call centre? My extrapolations:
low estimate- 22 people
high estimate- 55 people
high high estimate (ie assumes complete 100% failure of october restructuring)- 108 people

assume 8 hour shifts
24h/8 = 3

therefore my estimated number of people at the call centre at any one time, on average:

Low- 7 call centre employees
high- 18 call centre employees
High high- 36 call centre employees

....to serve 120 000 customers.


120 000/7= 1 rep per 17 142 customers
120 000/18= 1 rep per 6667 customers
120 000/36= 1 rep per 3333 customers


Van Zyl is welcome to correct me


side note for those who are interested-
260 employees to 120 000 subscribers
ratio 1:461 is quite efficient (on paper....!!)
telkom's employees to subscribers ratio is 1:190 (twelve years ago telkom's ratio was 1:55)

[KirPlunk]

Nice post. From my experience - a company should not exceed 1:300 support for wireless connected clients (only connection support). But that is total amount of poeple [tech] to support said amount of clients.

400 is pushing it. Not to mention 461. I think they should have hired employees instead of getting rid of some.

Are you guys hiring, and do you pay well?

PM me.

[Prometheus]

More free publicity.

[KirPlunk]

Originally Posted by Prometheus More free publicity.

Do you really think it's free?

[debbie]

Originally Posted by KirPlunk Do you really think it's free?

No, it costs dinner, drinks, hotel rooms, free products, many illusions, and the essential ingredient, one's integrity. (Once sold, can never be bought back).

[KirPlunk]

Originally Posted by debbie No, it costs dinner, drinks, hotel rooms, free products, many illusions, and the essential ingredient, one's integrity. (Once sold, can never be bought back).

Quite an accurate quote you got there Debbie.

[Prometheus]

Originally Posted by KirPlunk Do you really think it's free?

You have a point....

[Tamago]

No matter how many turn-arounds iBurst goes through
No matter how many times they increase service levels
No matter how many times they claim to be "improving"

I will never, ever subscribe to any of their products again.

They are just like the old Poskantoor (PT)