Internet service provider (ISP), Internode, has launched the final version of its online customer call wait time service.
As an independent project by the company, Internode used in-house staff to develop the code for the Frontline Queue Statistics services. It is displayed in both tabular and graphical forms so customers can view the number of calls and waiting time for the ISP’s support, sales and account telephone line. This way, customers can elect to call at a low congestion period.
The set-up process took a few weeks but the service endured several months of beta testing before Internode was happy with the results. There were some initial issues with the accuracy of data being returned by the company’s queuing system.
“They were a result of some bugs in the vendor programming interface by which such statistics can be retrieved,” Internode managing director, Simon Hackett, said. “Those issues have been resolved. The beta testing period also lead to some substantial reworking of the look and feel of the display interface to make it easier to understand and interpret.”
Hackett said general user feedback on the Frontline Queue Statistics had been positive. He also revealed other customer-oriented projects in the works.
“We have other forms of information disclosure in the pipeline; the most likely to appear next will be statistical data on our performance in handling support and sales queries sent to us via email.”
In its quest to become more customer-friendly, Internode also invested in a four-year $4 million in a new customer relationship management system by NetSuite.
The statistics system can be found at http://www.internode.on.net/about/performance/call-wait-times/.