A few months ago, I let everyone know that we would be making significant changes to the organizational structure and responsibilities of Voxox's Customer Service. The plan was to implement a multi-tiered technical support structure with well documented processes and create a Provisioning Team with well defined responsibilities and workflows that would increase the quality of service and reduce the speed of execution. To improve operational performance, we needed to build metrics so we could increase our capability of managing performance against goals. I am pleased to announce that we have completed this transition.
As many of you may know, it takes a team of people to make changes in an organization, and this was truly a team effort. Every Customer Service employee was involved with the transition. They had to manage customer expectations, learn new skills and knowledge and provide training to peers as well as participate in building new processes and requirements. They all approached the changes with enthusiasm and focus on Customer Service. While I am extremely encouraged with the results, we have much more we can do. Below is a look at a few key metrics for tracking calls and ticket management.
Technical Support Agent Michael Carmona
|Metric||Jan 1 - May 30, 2013||June 2013|
|Speed of Answer||21 seconds||20 seconds|
|Initial Ticket Response Time||24.8 hrs||10 hrs|
*Abandon rate is the # of calls that hang up before being answered / the # of calls that enter the call queue
Along with these changes, we also want to start giving customers an easy way to provide feedback on agent performance. On June 10th, we activated the Customer Satisfaction Survey in our ticket management solution. It's a simple one question survey that is included at the bottom of the email when a ticket is solved. The responses so far have been 97% positive, which is a great step towards providing our goal of consistent, quality service! I am pleased with the results and commitment from the team. I certainly hope the positive momentum has been noticed by our customers and Channel Partners. We will continue to measure performance and evaluate our processes for quality and efficiency as we drive to reach our goals. We look forward to working with our partners and providing exceptional service to our customers. Please remember to complete those surveys!