Back in the thick of it at Customer Street
I have been away on holiday for just over two weeks to Cornwall. In particular to stay in St Ives which we visit every year. It is truly a fabulous place and in my opinion, easily the best English holiday resort. For this reason I have been not posting to my blog, although my work never stops as a director of Iomart Group and running the Customer Street business. It is many years since I have been able to take the liberty of enjoying a real holiday without answering emails and speaking daily to the office.
Yesterday I was thrown back into work on my return as our call centre at Lancaster was completely crippled by a failure in our telephone system. Engineers from the system provider have been on-site monitoring the switch but we have experienced total outages of up to 2 hours and as I have been spouting about providing a first class service to our customers I am obviously saddened that this will have reflected in the levels of service we were able to offer during the last few days.
Last night engineers identified a fault and have corrected it and they are hopeful that this will mean the system will remain stable and during this morning this has been the case apart from a small blip which means we can get back to working hard to make customers happy.
I sincerely apologise to all our customers who have been affected by this problem and have been unable to contact Customer Street during this time or have been disconnected when speaking to one of our agents as has happened in many cases I know.
In some ways this re-enforces our new call centre model because although our customers call us initially to log their first issue we do all the calling back to resolve issues so if an agent was disconnected unexpectedly they would have called our customer back as a matter of course. I know having called other "lesser" call centres for other businesses how frustrating it is if you are cut off during a conversation after waiting a long time to speak to someone in the first place. This cannot happen with our unique call centre model at Customer Street.
Yesterday I was thrown back into work on my return as our call centre at Lancaster was completely crippled by a failure in our telephone system. Engineers from the system provider have been on-site monitoring the switch but we have experienced total outages of up to 2 hours and as I have been spouting about providing a first class service to our customers I am obviously saddened that this will have reflected in the levels of service we were able to offer during the last few days.
Last night engineers identified a fault and have corrected it and they are hopeful that this will mean the system will remain stable and during this morning this has been the case apart from a small blip which means we can get back to working hard to make customers happy.
I sincerely apologise to all our customers who have been affected by this problem and have been unable to contact Customer Street during this time or have been disconnected when speaking to one of our agents as has happened in many cases I know.
In some ways this re-enforces our new call centre model because although our customers call us initially to log their first issue we do all the calling back to resolve issues so if an agent was disconnected unexpectedly they would have called our customer back as a matter of course. I know having called other "lesser" call centres for other businesses how frustrating it is if you are cut off during a conversation after waiting a long time to speak to someone in the first place. This cannot happen with our unique call centre model at Customer Street.
posted by Stuart Forrest at
13:30
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