Weekly CS Executive Report

Posted By: Jeff Hickman 2001-11-29 12:38:30

Overview: Our support over the last week has shown many signs of improvement. We continue to improve our overall response time and resolution rate. We are close to breaking even on incoming and resolved ticket counts, though we are still slipping behind on a daily basis. This slip is very slow, but steady. In almost all areas we show signs of improvement. There are still several areas of major concern though, namely quest and naming issues. Here is the Good and the Not So Good: The Good: 1. Our Appeal Ticket count is holding relatively steady, though it is growing slightly every day. 2. We have efficiently categorized our Naming, Quest, and Violation issues into their own escalation queues, which allow us to focus our time and attention on each specific area as needed. 3. Our technical support and billing area is working extremely well. They have an average turn around time of 24 hours on e-mails, and an average hold time of around 5 minutes on the phones. 4. We are going to be hiring 3 new people over the next 2 weeks, which will help us greatly. These people will be focused on helping us reduce our wait times across all fronts. 5. We are communicating via e-mail on almost all actions done to a ticket. The customer should have good knowledge of where a given ticket is at within the queue. The Not So Good: 1. We still have an extreme backlog of quest issues that we are working through, but are weeks behind on. This is something that we are focusing a large amount of time on, but is not improving as rapidly as needed. 2. Average wait for resolution is around 11 hours of in-game (played) time. 3. Naming issues continue to come in much faster than we can resolve them. We have several new methods to deal with naming violations, and we are steadily chipping away at them. There are simply many more coming in than we are able to resolve. The Numbers - 11/22/01 - 11/29/01: Total Tickets resolved: 15505 Total Tickets cancelled by customers: 6069 Total Active Appeal Tickets in the queue (Noon, 11/29/01): 1381 Total Active Naming Tickets in the queue (Noon, 11/29/01): 3734 Total Active Quest Tickets in the queue (Noon, 11/29/01): 889 Average Response time: 11 hours. Average Resolution time: 5 minutes, 32 seconds. Top 4 issues (resolved): -Bug Issues: 5337 -Quest Issues: 1768 -Stuck Issues: 1369 -Violation Issues: 1191 Hot Spots: 1. We are focusing on 3 major areas for the next several weeks: Quest Issues, Naming Issues, and General ticket resolution. All of these areas need to improve greatly in response times. Our goal is to get in-game response times for non-escalated issues, down from 11 hours to less than 4 hours. Plans for Next Week: 1. We will be hiring 3 new CSRs. 2. We are improving our appeal interface to be clearer on what options our customers have to receive help. This will clear up some confusion, as well as route certain tickets more effectively. 3. We are improving the feedback mechanism in-game to better reflect actual hold times on tickets, and exactly where each ticket is within the queue. Let me know if you have any questions or concerns. -Jeff