Monday, 11 May 2015

Start Software Support Stats - April 2015 - actions being taken

The support desk has not had a good month in April.  The volume of calls was normal but our performance wasn't with 84% of high priority problems being resolved in time and 77% of all calls.



Comparing back to March's stats (see http://robinbennett.blogspot.co.uk/2015/04/start-software-support-stats-march-2015.html) this is a quite a drop - we usually hit 90% each month as a minimum.

The support desk staff have looked hard at their performance and have an action plan in place to bring the stats back to normal, starting by allocating more 3rd-level resources at the more "sticky" problems raised.  There does seem to be an immediate impact & improvement as last week closed with literally no problems logged at all - something which hasn't happened for a while now.

We'll report back at the beginning of June with the results for May.

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