Hello,
Loin promised date, we released the
statistics on quality of support at OVH.
Based on what we deal with every day:
1800 phone calls, 1700 email exchange trading
and 500 exchanges on tickets.
You have 3 curves:
- When you talk to the media OVH
You can rate each response from -3 to 3.
Your rating falls into that curve. It turns
about 1.2
- An external service provider specializing in
board support quality listening and each bed
member of the support about 3 times per day
assigns a score between 0% and 100%. It takes
account the quality of listening, waiting time,
personalization, the answer given, etc. more
35 points for every call / email. It turns
to 83%.
- The time it takes the carrier to meet
to your emails. Ie the time between
when you post the email and the time
you have an answer. It runs at about 2.5h
or 150 minutes.
More:
http://www.ovh.com/fr/support/ # support_stats
This helps us to see if it will or it will not.
To supplement we have put in place the
possibility of "I want to change the recommended"
"I want to have access to support manager '
and "the response is too slow." In these 3 cases
everyone internally is aware of a
problem .. and things go off ...
In short, if you are not happy with the support,
you know what to do And in case of risk
Death of man
oles@ovh.net
Overall, we did a lot of progress
since September 2010 in terms of quality
contact with the notes, plays and
training to manage emotional contact
more than adequately. And generally it takes
the quality level on time, without
high nor low. Then increases quietly.
The next step: Heroic Support
Regards
Octave