Friday, 2 June 2017

Disappointing support desk performance for May 2017

We've just reviewed our support desk stats for May 2017 and they are a bit disappointing.

Month
In time (%)
In time (H) (%)
In time (total)
In time (H) (total)
Total solved
2017-05
80.66
90.45
463
142
574
2017-04
92.89
97.40
470
150
506
2017-03
88.45
94.36
605
184
684
2017-02
88.70
95.33
424
102
478
2017-01
92.00
92.41
414
73
450
2016-12
86.14
90.00
373
99
433
 
 
 
2749
750
3125

Overall, the team resolved 8 out 10 problems in the timescales set by our clients.  For urgent calls, we answered 9 out of 10 in time, which some software companies might consider to be good performance.  As you can see from previous months this is down from our usual level and has caused us to look hard at our processes, procedures and staffing levels.

We'll be monitoring our performance in June even more carefully and will post further updates on the blog when we have them.


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