Friday, 3 May 2013

Call stats for April 2013

We logged exactly 250 calls in April from our customers and resolved 92% on time (ie within the customer-set timescale).

That's not bad but of the high priority ones our hit rate was "only" 84% - much lower than in previous months.

In part, this is because some of the issues logged this month have been very demanding to solve and customers' expectations are very high.

Kim, Elaine & I will be working hard in May to see if we can get the resolution % back up to 95%+.

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