Monday, 4 June 2018

Support performance during May 2018

We had another busy month on our support desk (providing support to our Alpha Tracker asbestos software users and customers with a variety of other software systems we have built).

In total, we answered 516 calls over the month.  94% of the high priority calls taken were resolved within 2 hours and 80% of all calls were resolved within the timescale agreed with the caller.

That's a dip in performance compared to recent months reflecting some changes in staffing on the support desk perhaps?

We are about to introduce an extra "self help" option which will assist newer users with some of the common queries in particular.  Let's see how that affects our stats in the coming months.

(you can view other blog posts about our support performance by clicking here)

No comments:

Post a Comment