Central Office Systems posts our service statistics weekly

Here is a great holiday story!

This last week, I had to call a few MSP organizations in other markets, in order to check out a potential new supplier for Central Office Systems.

I was struck by the fact that all three of the organizations I called did not answer their phone. None of them. All automated attendants. I was calling to speak to their sales leadership.

Why even have a phone if you do not answer it during business hours at least?

Here is an idea for all you IT organizations out there. Free consulting so to speak.

Answer your effing phone!

Now here is an idea for all you organizations out there who are using an IT company that does not answer their phone:

Pick up your phone and call 262 228 9966.

During business hours, you will get an answer. With a person.

Ask for me if you want. If I am in, I will be happy to talk to you.

Otherwise you can ask the live person you are talking to to go to my voicemail. I have voicemail. Just not the first option here at Central Office Systems.

Want to discuss the epidemic of poor service that has overwhelmed this country? I have thoughts.

Here are our statistics for the week ending December 6th, 2024

If you called us:

  1. We answered the phone in 83 seconds with a live tech on average
  2. 73.1% of the calls were handled and completed on the initial call
  3. The average time to resolution was 22 minutes 24 seconds
  4. Clients rated the service 4.81 out of 5. (32.7% of clients took the survey)

If you used our live chat function:

  1. We answered the chat in 65 seconds with a live tech.
  2. 81.7% of the calls were handled and completed on the initial call
  3. The average time to resolution was 24 minutes 26 seconds
  4. Clients rated the service 4.74 out of 5. (11.2% of clients took the survey)

We are the Fastest and Easiest IT organization to work with in Wisconsin

Better IT support begins with people and metrics. Very simple stuff.

Our process?

  • 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.

Here is a picture of my wife and me at a Christmas party. I was not angry about people not answering their phones in this picture.