Tracking And Reporting

All calls and jobs are logged in our customer database. Every activity is recorded so that we don't forget anything. Our allocations team ensure that every issue is chased and resolved until that job is completed. We discuss with you any implications and trends that this information presents and agree ways of improving performance, and reducing costs of all parties.

Our website facility will allow you to log on and view the status of your call at the push of a button, tracking its progress as it goes through our system. In addition you will be able to view completed/invoiced calls enabling you control over payment approval. We provide online monthly key performance reporting (KPI) based on the service level agreements (SLA) stated in the contract. This ensures you stay in control of our performance. 

These are some of the most common KPI’s: 

·          First Fix

·          Response Rate

·          Cycle Time

·          Downtime