Small change, big improvement

News

26th October 2017

 

To better serve our customers, as of October 30th our contact centre opening hours are changing to:

  • Monday-Friday:          9:00am – 5:30pm
  • Saturday:                   9:00am – 1:00pm

You may be wondering, why shorten our opening hours when we have such high customer demand? It’s a good question – and here’s the answer.

We’ve been looking into when customers have called us over the past six months and we found that almost 90% of our incoming calls are between 9:00am-5.30pm. This is very significant. With a similar situation being the case on Saturdays, we needed to react to better serve our customer base.

 

Take a look at the graphic above, which shows average customer call waiting time in May this year, versus average customer waiting time in July this year.

In such a short period of time we reduced our call wait time drastically. So, we already know we have the capability (not to mention the outstanding team) to provide customer service that’s second to none. Now, with customer demand on the rise, we want to make sure we keep heading in the right direction.

Amending our opening hours allows us to have a higher number of expert staff working through the busier periods of the day. We don’t want you spending your precious time waiting on hold, we want you to have the shortest wait time possible. And don’t expect to be waiting until the next eclipse for that email response, we’ve got you covered, you will receive a response into your inbox in no time at all! And remember, when our telephone contact centre is closed, you can still manage your account online through our online portal. Not signed up yet? Register here now!

A small change that’ll make a big improvement: from October 30th, our commitment to customer service will continue to make great strides forward.