FiberNet Advisory Board Minutes 12-09-2014MINUTES
FIBERNET MONTICELLO ADVISORY BOARD MEETING
Tuesday, December 9, 2014 — 6 p.m.
FiberNet Headend Building, 3698 School Boulevard
Present: Clint Herbst, Glen Posusta, Jon Morphew, Dennis Sullivan, Jacob Kramer
Others: Jeff O'Neill, Rachel Leonard, Dan Olsen, Bryan Rabe, Illeana Miller, Diane
Herbst, Charlotte Gabler, Lloyd Hilgart, Wayne Oberg
1. Tour of the Headend Building
A tour was provided by interim General Manager Dan Olsen and Lead Headend
Technician Bryan Rabe. Highlighted greater organization, streamlined equipment, resale
of equipment no longer in use, upcoming transition from C7 to E7, reduced number of
television receivers because of new fiber feed, and basic aspects of how service is
provided to subscribers from the Headend.
2. Call to Order
Clint Herbst called the meeting to order and declared a quorum was present.
3. Additions to Agenda
There were no additions.
4. Approval of Meeting Minutes (none available)
5. Review of Customer Phone Call Protocol
Rachel Leonard clarified hours of operation in response to questions during weeks prior
to the meeting. Two full -time staff work 8 a.m. - 4:30 p.m. and two part -time staff
alternate evening shift from approximately 3 to 9 p.m. Phones are answered from 9 a.m.
— 9 p.m. and walk -in hours are from 10 a.m. — 4 p.m.
At the meeting in November, Clint Herbst and Glen Posusta expressed concerns about the
number of customer service calls going to voicemail during the day. Bryan Rabe gathered
phone data on the number of calls and the number of voicemails during two full work
weeks. Rachel Leonard reported that 15% of incoming calls go to voicemail. The greatest
likelihood of voicemail is during peak busy times such as when bills are due or the day
subscribers are disconnected for non - payment.
Rachel Leonard highlighted several reasons why a call might go to voicemail. These
included call length for selling services, taking payments, etc. It could also be because
office staff are working with a walk -in customer or the other staff member is at lunch/out
sick/on vacation or taking care of other responsibilities necessary to keep the office
efficient. Office staff do more than answer the phone; they are also responsible for
batching payments, writing off accounts, and adjusting accounts for NSF fees /unreturned
equipment /other miscellaneous charges. With the current billing system, it is necessary to
FiberNet Advisory Board Meeting Minutes — December 9, 2014
fully complete a task before closing the screen to start another process. This leaves one
CSR to answer the phone.
Rachel Leonard assured the members of the board that CSRs are working throughout the
day and are not letting calls go to voicemail for no reason. Rachel Leonard also expressed
willingness to hear ideas from board members to help reduce the 15% of calls going to
voicemail. Lloyd Hilgart suggested bringing the part-time CSR in earlier on days known
to be busy. Rachel Leonard agreed that if the budget will allow, that would be helpful.
Glen Posusta also suggested having Rachel Leonard's phone ring too so she can help
answer the phone if necessary.
6. Next Meeting — Tuesday, January 13, 2015
7. Adjourn
The meeting was adjourned by Clint Herbst.
Meeting Notes provided by board liaison (recorded electronically).
Approved: January 13, 2015
Attest:
Ci 4Yfiinistrator
2 FiberNet Advisory Board Meeting Minutes — December 9, 2014
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