Actual Service Statistics - Not PlatitudesAll 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 answer their phone. We answer ours 24/7.

Here at Central Office Systems, we 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)

Here are our statistics for the week ending October16

If you called us:

  1. We answered the phone in 84 seconds with a live tech on average
  2. 71.2% of the calls were handled and completed on the initial call
  3. The average time to resolution was 17 minutes 5 seconds
  4. Clients rated the service 4.92 out of 5. (37% of clients took the survey)

If you used our live chat function:

  1. We answered the chat in 59 seconds with a live tech.
  2. 71.2% of the calls were handled and completed on the initial call
  3. The average time to resolution was 21 minutes 01 seconds
  4. Clients rated the service 4.65 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.