All IT companies claim to have “great” service and support.
At Central Office Systems, we know that isn’t universally true.
It is hard to get some IT people to even answer their phone. We answer ours 24/7.
Here at Central Office Systems, we actually track metrics to make sure we are on top of things. So here are our metrics. We analyze these statistics weekly, and we take an average over the last 6 weeks. We also take a quarterly average (13 weeks)
If you called us, here are the statistics:
- We answered the phone in 64 seconds with a live tech on average
- 74.6% of the calls were handled and completed on the initial call
- The average time to resolution was 16 minutes 5 seconds
- Clients rated the service 4.9 out of 5. (37% of clients took the survey)
If you used our live chat function, here are the statistics:
- We answered the chat in 53 seconds with a live tech.
- 77.9% of the calls were handled and completed on the initial call
- The average time to resolution was 21 minutes 13 seconds
- Clients rated the service 4.75 out of 5. (12.8% of clients took the survey)
Better IT support begins with people and metrics. Simple stuff.
Answer the phone.
With a qualified tech.
Make sure you have nice people, not jerks, doing this stuff.
Does your current IT support even have these statistics?
If you want better service, perhaps you should work with an organization that monitors its service levels and asks for client feedback.
We know just the company.
