By Andy Holland
I reckon we’ve cracked it. Performance has been a little hit or miss over the last few months so I changed how we deal with incoming ticket requests and implemented a way to deal with zombies and rogues. The results speak for themselves.
Average of 3hrs response
91% of tickets hit in less than 8hrs
This is versus our target of 15hrs and an industry average of 20hrs (our contract-level response). The 3hrs response is total hours to response, not working hours so includes tickets that come in late at night and over the weekend. Our revised 24×7 response cover is working a treat and despite a busier than expected month (111 new tickets) we closed the month with just 4 open tickets and 4 pending in the backlog.
We also saw nearly 500 support team touches across the month, that equates to over 20 per working day so you can see that many of the tickets required a number of hits to clear up and communicate back to the client.
Whilst I’d like to say we can hit a 3hr response, I’d have to be honest and say that we’ve been lucky not having any zombies survive nor any rogues slip through the net. It would be nice if we’ve seen the end of them.