Vodafone has published a standard set of response times for multinational customers, guaranteeing them a minimum level of service across 15 countries with the rest of the world to follow. Contracts with multinational companies generally have agreed levels of service, but Vodafone has made its guaranteed response times public to …
Like when you've got a busy day on (at the pub) and you ring all your users asking when you can visit without explicitly saying tomorrow but hinting heavily in that direct - and then called closed, reason for SLA failure - customer requested delay.
Marginally better than turning up at everyones desk at six o'clock and marking it as user unavailable - because if you catch someone working late so will you.
"... and regularly saw bosses cancelling calls and re logging them. This kept the call-to-fix down below four hours ..." -- don't tell our (recently outsourced) service desk -- they haven't thought of that one yet!
Incidents and faults are not actually "fixed", they are "resolved" and "addressed".
That reminds me of East Herts CC, who 18 months ago immediately logged my report on a string of six non-working street lights on a major A-road in Cheshunt as "resolved", but never ever actually fixed them. They're still out, but have since been joined by most of those on the other side of the road.
Presumably therefore, "resolved" and "addressed" are euphemisms for "ignored".
and this is news how ???
shouldnt it be archive :)
The platform we employ for calls doesn't allow those working on it to close it - only those who speak to the customer..
We can only chat amongst ourselves within the call or publicly update the customer - ain't that great?
Probably why we work like idiots - we have NO way out!!!