John Fraser

John Fraser

Network & Services Manager
Customer Care

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Customer Care

Matthew Whittaker

Customer Experience Manager

Service Delivery KPIs July 2021

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25 secs

Average Waiting Time
(21s IVR security routing)

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2019

Reactive Tickets Closed

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89 %

Same Day Fix

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99.8 %

Overall SLAs Met

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99%

Client Satisfaction