Our national help desk team will meet today at 11am for our monthly review. We take an hour to review customer feedback, call traffic and share stories. The meeting is a vital part of call management and team engagement. It helps us all focus on the common goal of excellent customer service where excellence comes from professional consistency.
Unlike many software call centres and help desks, our service is live and based here in the same office where our software is developed. Our people don’t work to scripts. Nor are the judged by how quickly they end a call. Our only measure of success is customer happiness.
At today’s meeting our Customer Service Manager has up to date call traffic data and customer feedback information to share.
While the meeting is on we will continue to offer urgent call assistance.