Back in the dark ages of Autumn 2006, we ran some pretty gruesome reports showing hundreds of tickets bouncing between CSC and customer for months on end with no sign of resolution. We ran the same query again last week, with some interesting results.... A number of circumstances have changed since last year including: * Focus on Quality and First Time Fix * Recruitment campaigns focusing on high quality candidates * Ongoing support page and ticket cause improvements * Introduction of CSC Skills Matrix * Customer focus drive within BOT * ACEs tool for performance monitoring and reporting * Weekly TSM top ticket housekeeping * Introduction of DSL Fault escalation process The result is that we have seen the average number of analyst contacts drop from 4 on every ticket, to 2.3. At approx £1 cost to the company for every contact, this is a valuable saving. Likewise the number of customer contacts on each ticket has fallen from 3 to 1.2. This indicates an improved customer experience, where most problems are now being fixed at first touch. No danger of resting on our laurels however, we recognise this needs to improve further if we are to regain our mantle as the ISP with the best support around and encourage customers to refer in numbers. Lets see if we can get to the uber-efficient place where there is only 1 analyst touch to every 1 from the customer.... Watch this space!
