By Brandon Carter, Service Desk Manager
We’ve seen a clear improvement in response times after the changes made last month, and the team has worked consistently to keep tickets flowing smoothly. While we still have areas we want to improve, we’re encouraged by the progress and the early signs that our updated processes and training are delivering results.
I'm also delighted that our CSAT (Customer Satisfaction) returned to 100% this month - that means that everyone who responded to our customer survey rated us good. This shows that we're still managing to deliver quality support to our customers, even while our response times are not where we'd like them to be.
What happened in October
October brought higher call volumes that kept the team busy throughout the month. Even with the extra pressure, our response time improved compared to September, which shows that the workflow and process changes we introduced recently are starting to settle in.
Throughout the month we carried on reviewing how calls are routed, how tickets move between team members, and where any unnecessary delays could be removed. The additional training we started in September also continued to help the team handle a broader range of issues with more confidence. The team worked closely together during a demanding period and their effort played a big part in keeping things on track, which I think is reflected in that 100% CSAT score I referenced earlier. Great work team!
Overall, the month showed early signs that the work we have been putting in is starting to take hold. There is still more to improve, but the direction is promising and gives us a stronger foundation heading into the next few months.
One2Call key stats for October 2025
| CSAT |
Average Response Time |
Average Fix Time |
NPS Score |
Google Review Score |
| 100% |
2.5hrs |
3.3hrs |
89 |
5.0⭐ |
Previous 3 months
| |
July 2025 |
August 2025 |
September 2025 |
| CSAT |
100% |
92.7% |
95.2% |
| Ave. Response Time |
38 mins |
54 mins |
1hr 58 mins |
| Ave. Fix Time |
4.5 hrs |
6.7 hrs |
9.26 hrs |
| NPS Score |
89 |
89 |
89 |
| Google Review Score |
5.0⭐ |
5.0⭐ |
5.0⭐ |
Continuous Improvement
Enabling direct support through your Microsoft Teams
There has also been some interesting progress in the technology we use to support customers. Over the last month, we have been trialing a new interface that sits directly inside Microsoft Teams and allows customers to contact us in a much more convenient way. Instead of switching to a separate system or website, customers can raise tickets and talk to us from the same app they are already working in.
This early trial has involved only a small number of customers, but the feedback so far has been encouraging. It feels more natural for customers, and it is easier for us to manage conversations because everything appears in a familiar chat format. We are gathering insights from the trial to refine how it works, and we will share more details once we are ready to roll it out more widely.
Strengthening the our team
We are very happy to confirm that a new member of the Service Desk team will be joining us on 1st December. This is not something we rushed into, and we deliberately took our time to find the right candidate. It was important to make sure their skill set, attitude, and approach to customer service aligned with how we work as a team.
This new hire will give us more capacity during busier periods, help support the ongoing improvements we are making to ticket handling, and bring additional experience into the team. The team are looking forward to sharing knowledge and responsibilities with someone new, and it is a positive step forward as we prepare for winter, which is traditionally a much busier time.
Looking ahead
October has shown that the work we have been putting in is starting to take effect. The numbers are improving, the team is settling into new processes, and a new colleague will soon be joining us to help push things even further.
We will continue sharing our progress openly so you can see exactly how things are going, warts and all. If you have ideas about what else you would like us to cover in these updates, please let us know. Your feedback plays a genuine role in how we shape our service.