It’s the end of the first quarter and our latest Helpdesk stats are fresh evidence of the team’s success in providing best-in-class service to our customers.
In Q1, our average response times were 47% faster than in 2015 and the overall time to resolve calls also fell.
Wherever possible, our engineers aim to fix problems on the very first call. Our customers benefited as we were able to provide first-call-fix resolutions on 51% of calls (up from 37% in the previous year).
Paul Speller, Helpdesk manager comments “I am extremely proud of the whole team. These stats reflect the skills and efforts of everyone, including both our Technical Leads and engineers”.
Read more about our Helpdesk here