Central Office Systems posts our service statistics weekly
We are the only Managed Service Provider in Wisconsin that regularly reports our actual service statistics.
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 November 13th, 2024
If you called us:
- We answered the phone in 81 seconds with a live tech on average
- 69.5% of the calls were handled and completed on the initial call
- The average time to resolution was 20 minutes 53 seconds
- Clients rated the service 4.90 out of 5. (34.7% of clients took the survey)
If you used our live chat function:
- We answered the chat in 55 seconds with a live tech.
- 80.4% of the calls were handled and completed on the initial call
- The average time to resolution was 21 minutes 55 seconds
- Clients rated the service 4.65 out of 5. (12.7% 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.
- Fix the problem the first time
Does your current IT support even have these statistics?
If you want better service, work with an organization that monitors its service levels and asks for client feedback.
We know just the company.
Central Office Systems, we mean.
I took this picture myself- Grand Tetons. It was a hike to get here, but the payoff was worth it. Long hike back too.
