For years we have said the same thing about our service desk: when you call us, a person answers within three rings. No menus, no voicemail, no queue music.
Every provider makes promises like that. So from today, rather than ask you to take our word for it, we are publishing the figures live on our home page.
What you will see
The Service desk performance, live panel on our home page shows:
Median time to answer today, for every call to our main numbers since the office opened, shown against a three-ring timeline. A ring is about three seconds, so three rings is nine.
The share of calls answered within three rings over the last 30 days, so you can see one good day is not a fluke.
The median time to answer over the last 30 days.
How many calls and emails the service desk handled over the last 30 days: every call answered by a person, to our main numbers and to direct lines, and every reply we sent to a client on a ticket.
How many service desk tickets were resolved at first contact over the last 30 days.
Where the numbers come from
The figures come directly from Hub, our service management system, which takes them from our phone system and our service desk. They update every minute during office hours. Nobody chooses which numbers to show, and nobody tidies them up first.
Outside office hours the panel shows the last working day, with its date. If there is no data for a figure, it shows a dash, never a zero.
We have written down exactly how each figure is measured, in plain English, on our live figures page. That includes what is left out: the three rings figures count only calls to our main numbers, because that is where the promise applies, while the calls and emails figure counts direct lines too. Internal notes and automated messages are never counted.
Why we are doing this
Because “calls answered within three rings” is a claim, and claims are easy to make. A live figure is harder to argue with, and it keeps us honest too. If we have a bad day, you will see it, and so will we.
It is also the same information our own team watches. Hub was built to run our service desk, and publishing its figures was a small step from there.
Try us
The easiest way to test the figures is to ring us. Call 01642 661888 and count the rings. If you are thinking about changing your IT or telecoms provider, see our managed IT service or talk to us.