CS Overview: 13th Feb–12th Mar’23

CS Volumes
14%
11%
Major Volumes
Tickets Shaw Tickets Ups Cancelations Shaw 8% decrease in volume received last week
Cancelations Ups Refund Shaw Refund Ups
compared to the previous week -8%
100% 90 8 9 10
90% 71 80
77 T-Mob,
80% 387 439 445 70 1% Otwo; 5%
361
70% 67 63 60
60% 52
52
50
Volume: 62%-Shaw Academy, 32%-Upskillist, 1%- Ups,
32%
50%
40 T-mobiles, 5%-Otwo (excluding Duplicates, Spams Shaw;
40% 37 62%
30 & deleted tickets) in the last week.
30% 502
22 665 574 20
20% 552 19
10% 5 4 7 10
7
5
0% 5 2 0 17
3
7 8 9 10
March month, the avg Resolution time in Business 16
Hours–16 hrs
Jan Feb Mar
Overall historcial performance last 12 months 10

Resolution Staff CSAT %

60 100% March month, the avg Response time in Business 9 9
87% 91% 92% 87% 91% 89% 87%
50 84% 86% 85% 81%
74%
80% Hours - 10 hrs
40 Jan Feb Mar
60%
30
50 40% 91%
20
10 27 20 26 23 22 21 20 25 20%
14 14 15 12 12 12 12 19 17 16 89%
10 11 9 9 10
0 0%
ril ay ne Ju
ly st be
r er be
r
be
r ry ry ch CSAT is for the month of March at 87%
Ap M Ju ugu m tob m m nua rua ar 87%
A pt
e Oc ve ce Ja Fe
b M
Se No De
Jan Feb Mar