News - BSI audited support response figures in 2006 are a record

(Update - January 2007)


BSI Support

du Pré Telephone System support is goverened by strict limits, and audited monthly.

'We have continuously bettered the maximum times for Response and Clear,' said Maxine Chadderton, du Pré's Service Delivery Manager, 'and we always look for new ways to make ourselves more efficient.'

Response, On-Site and Clear times - what are they?

Response is the time from the initial call to an engineer arriving on-site.

Engineer On-site is the time it takes an engineer, when on-site, to Clear the problem.

Clear is the time from the initial call to Clearing the problem.

What do the 2006 Figures Show?

2,585 support requests were received for telephone systems under ISO 9001:2000 registration as audited by BSI.

'The analysis of these calls,' continued Maxine, 'show our average Response was 4 hours 55 minutes, Engineer On-site time was 1 hour 43 minutes, giving a Clear time of 6 hours 38 minutes.

'When you think of the many different systems we support, the figures are quite outstanding.'

Smiling, Maxine added, 'Given the limits are 8 hours for Response and 16 hours for Clear, we were miles inside. We have a superb team of Support Controllers and Engineers.'

What next?

'2007 should be even better,' said Maxine. 'A system of monitoring where engineers vehicles are has just been installed, showing exactly where in the UK each vehicle is, making it far easier to allocate jobs. Greater efficiency all round.'


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