While I personally don't have any particular issues or complaints a the moment, can you explain the following -
[quote=Chris]General CSC enquiries though are *not* delayed and over 80% of them are answered within 4 hours now, our provisioning team are also in a good position.
Yet frequently when a customer raises a ticket, nothing will happen for between two and four days and then the ticket will be updated with either -
| Quote |
[Internal]
Passing to correct pool.
Kind regards, |
or
| Quote |
| Your support request has been escalated to the correct team for review. |
and then wait for another few days wait until an actual response appears.
I don't understand the mechanism that allows 80% of enquiries to be answered within 4 hours, yet tickets can take DAYS before being passed to the correct department BEFORE any work is done to answer the question.
