The last year at ROCC has been an exciting time, not only because of some major changes at the top of the business but because of the how we have adopted some new working methods and new technologies.
Development processes have been streamlined and we have ensured we are getting out of the office and seeing customers more with our “Out and about in October” initiative. We have also hired new staff in different parts of the business to help push forward and meet the expectations for the future of the company.
Ultimately this all benefits the customer (and makes my job easier as the Customer Services Lead) as we are seeing a quicker turn around in development requests and the newer support staff are meeting some customers face-to-face for what could be their very first time which ensures our staff not only understand our software but also understand our customers businesses and the challenges they personally face on a day to day basis.
I have worked at ROCC for nearly ten years and have been leading the support team for just over four of those years. Overseeing the helpdesk, I really have one aim…
“Ensure support calls are resolved to the best level of service possible”.
Now, I don’t expect a medal for that phase, it’s nothing new or ground-breaking, I’m not suggesting that this statement is going to revolutionise the customer service industry, I’m just saying that’s the goal and we do our best to ensure we hit that bar every day. The job would be pointless without it in my opinion.
Every month, we have a multitude of ways to measure our service levels and I wanted to take the time to share some of them in this post so that people outside the business can see how well we have done in the last year and what we plan to do to improve further.
We have seen the amount of support calls increase over the last few years as the business has grown, and the level of expertise and technical knowledge from the customer has increased dramatically. This means that all helpdesk staff at ROCC are now expected to be of “third line” support quality, and on hand to answer all types of technical questions that would in many other organisations need to be passed to the development team. We cannot always resolve these issues without developer input, but we are doing our best to ensure we use them less and less so that they can continue to develop the applications that will guide the future of the business and the market.
Over the last six months, we have continued our upward trend of resolving customer support calls within our strict Service Level Agreements. Gold Support customers logged more calls in September than at any time in the last year and these calls were all resolved within our agreed targets. I am happy to say that this has continued the upward trend over the last five months and has smashed the targets we put in place at the beginning of the year.
Although the volume of Priority 1 support calls (system down / system unavailability) have vastly decreased over the year, we are still proud of our 100% success rate in resolving these with the time parameters of our service level agreement.
I am also pleased to announce that this 100% success rate is now being mirrored in the overall statistics for support calls for all priorities to our Gold Service Support Customers over the last two months.
What has made this success particularly special is that members of the helpdesk team have also been heavily involved with new product innovations at ROCC and working closely with the product development teams as our unique insight into how our customers work and what their challenges are enables us to provide valuable input to product design.
I won’t take this opportunity to promote the fantastic work the team have done on the ROCC Focus predictive analytics solution here, you can read Scott Pringle’s recent blog post on the subject where he discusses our new charts and predictive analytics options.
Finishing up, I would like to take the time to wish everyone a happy Christmas and a prosperous new year. I’ll be here personally until 8pm on Christmas Eve and New Year’s Eve so if anyone is at a loose end over the festive period, feel free to log some support calls.
Posted Wednesday, December 19th, 2018 by Matt Watts