16th August 2016
CableCom are proud to celebrate a fantastic year as the 2015-16 Academic Year comes to an end. After ongoing analysis and improvement across all elements of service delivery to CableCom customers, there has been a particularly great set of results in terms of customer experience and support.
Despite offering full 24/7/365 support via a wide range of communication channels, the number of contacts made to the CableCom Service Desk actually reduced by a whopping 32.5%, a terrific result considering our ever expanding client portfolio and large increase in room numbers year on year.
In addition to the reduced calls made to the Service Desk, the average speed of answering all telephone calls was only 16.76 seconds. This is reassuring for those who hate being put on hold! While the calls were going down, first time resolution statistics were going up. 83.86% of the calls were resolved at the Service Desk, with no need to be passed on to other teams for resolution.
CableCom were also delighted to record 100% core network availability across the year which provided a very stable and robust platform from which to provide their services.
Rhys Thomas, CableCom’s Group Operations Director, said “We have systematically analysed all of our service processes with a strongly stated desire to continually do so entirely from the point of view of our customers. We have looked to eliminate waste and failure wherever and whenever possible, learn our lessons and add as much value into those processes as we can. We fully appreciate that our customers’ basic want is to have a robust and resilient internet provision that enables them to do everything they want to do, when they want to do it. We have seen a hugely pleasing set of results for all of the teams to be proud of after all of their hard work and dedication.”
This also comes at a time where CableCom is growing as a company and going from strength to strength. CableCom welcomed Glide to the family in the same year that Campuslife, another CableCom company, won Business Partner of the Year at the CUBO awards. The Bristol office has also moved down the road to Rivermead, a brand new modern office space.
It has also been a busy year for CableCom staff who have been walking, cycling and playing football to raise over £17,000 for Children’s Hospice South West in memory of Paul Withey, a much loved and missed colleague.