Maxnet

Maxnet Contact Centre

Thank you to Paul McGarrigle and his team at Maxnet
















Please provide us with a brief overview of how your centre is structured and the main call types the centre receives?
Maxnet is a specialist server hosting and connectivity provider. Services range from DSL to fibre optic broadband and simple web site hosting to cutting edge vitualised server hosting. Calls received are predominantly technical queries.

We have 3 main customer categories: premium business, wholesale and residential/small business. We have 2 specialist teams supporting our high-end business clients and wholesale clients respectively.

A third team responds to residential and small business calls, which are typically DSL broadband and web site hosting queries. Within our teams we also have Chinese and Korean speaking support staff to respond to our diverse customer base.


What is the overriding vision that drives your team?
Customer Mission Statement:
Deliver the highest level of quality to our customers through motivated and trained individuals. Focused on delivering Customer Centric Solutions, First Contact Resolution and Personalised Support.

Team Mission:
Have Fun – Make time to have fun.
Be Free – Relentless Improvement.
Respect – Research, training and Development.


What are some of main values you and your staff live by?
YOU - Showing you respect and helping you succeed.
INTEGRITY - Being straight up, doing what we say, playing by the rules,   and owning up when we get it wrong.
SMART THINKING - Listening, challenging, learning, innovating and constantly finding ways to do it better.
ENERGY - Being enthusiastic and passionate about what we do.
CLARITY - Being clear on our goals, our priorities, our reasons, our plans and our progress.
PROFESSIONAL EDGE - Being constantly aware of what it takes to stay in front, demanding of ourselves, and doing it.

What are the main challenges you are facing this year?
Training needs to keep up with the ever changing technology landscape.
Competition is fierce. However we have created some real points of differences.
Our Business Broadband product offers money-back service level guarantees and our Net Guardian internet filtering product is popular with parents as it helps support a safe surfing environment for their children when on the internet.


What systems or initiatives have you implemented that are delivering the best results for you right now?
Over the last year we have introduced a number of customer focused initiatives aimed at improving the customer experience. We have introduced First Call Resolution (FCR) measurements based on direct customer surveys and are introducing internal FCR measures.

Currently our FCR from direct customer surveys is 73% resolved 1st time.

Other Initiatives include:
- Quality focus on every customer interaction. (We’ve recently enhanced the existing quality assessment system.)
- Welcome calls – contacting the customer base and making them feel valued.

General information

  • Seats – 14.5 FTE Call centre.
  • Staff numbers (back office, admin staff etc) – 50 FTE across the company.
  • Induction training length – 2 weeks class room and 2 weeks within the team.
  • Ongoing one-on-one monthly coaching.
  • Ratio, inbound and outbound – 70% inbound 30% outbound.
  • Call volumes: Yearly = 56,000 calls. 101,000 total issues. (Phone emails.)
  • Average talk time – 6 mins.
  • Service level or grade of service or KPI’s – varies depending on customer segment. Avg 80/60.
  • Hours of operation – 8:30am to 9pm Mon to Sat and 1pm to 9pm Sun.
  • Technology used:
    • Phone system – Asterisk.
    • Call recording – Internal System.
    • WFM – Internal system.
    • CRM – Internal system.
    • Call routing software i.e: Zeacom – Asterisk /Loway.