The support team have generally been very busy over the last few weeks. Changes to the login process, as part of the upgrade, and with many customers looking to work on reports and raise queries prior to year-end, it’s meant that we’ve had some of our busiest days for several years in terms of calls coming into the help desk and incident records being opened.
To give you an idea of how hard the team have been working, we have processed approximately 1,400 more queries from customers in the first 4 months of 2021 compared to the same period in 2020. For this reason, things are taking a little bit longer than usual to process, but please rest assured that the team are working as quickly as they can to deal with your queries and we are making some changes behind the scenes to make our processes more efficient. We have already seen some of the changes that we have made impact the number of incidents being raised and the length of time it takes to process them.
As we continuously aim to give you the best support, the team have a quality assessment process in place. This means all of our technicians are evaluated against a series of KPIs and benchmarks by the management team. As part of this, call recordings are appraised and all documentation within the help desk system is checked. It’s with great pleasure to announce the whole team performed very well throughout 2020, but the support technician who came top within the assessment programme in 2020 was Dan Harlow. Massive well-done Dan!
We would also like to congratulate, Kayzs, who recently joined the team as he’s become a fully-fledged member within support, taking calls and dealing with email queries. He’s obviously still learning, but continuing to make great progress and has fitted into the team really well. Kayzs has been singled out for praise by a number of customers in feedback we have received recently.We are delighted with the feedback and appreciate our customers getting in touch.
“This email is to just say a big thank you to the CareFree technical team who have been extremely helpful in terms of assisting and fixing various issues we have raised regarding the carefree system. I especially would like to single out Kazys Liskus who helped us, not only for his attitude to tasks or challenges we have raised but also for his efficiency in regards to making sure queries are sorted in a timely manner.”Victor, Retonscare
“I want to let you know how much I appreciated the determination and hard work by Kazsys to resolve an issue I had as it wasn’t an easy one. As you know I have been using CareFree for many years and there isn’t much these days which I can’t resolve on my own, so when I do need help, the problem itself is never straight forward. I thought that Kazsys was polite and patient on the phone and he looked into every possible cause to find a solution. I’m pleased and happy to say that he did…I also think Eleanor is an asset to your team as I also find her to be very helpful and supportive.”Wayne Mitchell, Care At Home