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30 second call answering

Call answering targets

Spitfire understands the frustration caused by long customer wait times and we are proud of our own proven record for low call answering times, over a long period of time. With over three years of call answering data consistently showing us to meet a number of our own internal targets we believe our record for customer call waiting times is the best in the industry.

Support call answering targets

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At Spitfire Support we regularly review all our call answering statistics to ensure we meet our performance targets, one of which includes a 30 second call answering target.

Delivering our commitment to low customer wait times is just one of the ways that Spitfire Support Technicians and Engineers work hard to give the best possible service to our customers.

More information on Spitfire Support can be found in the Spitfire Service Level Agreement.

In January 2019 Spitfire Support answered 90.0.% of inbound calls within 30 seconds and the most common wait time was just 7 seconds*.  In the same period, 96.0% of inbound calls were answered within 60 seconds.

In the 3 months November 2018 to January 2019 Spitfire Support answered 89.1% of all inbound calls within 30 seconds and the most common wait time was just 8 seconds*.

In the year to 31st January 2019 Spitfire Support answered 82.2% of all inbound calls within 30 seconds and the most common wait time was just 7 seconds*.

*Monday to Friday 08:00-20:00 (excluding Bank/Public Holidays).

Spitfire Service Level Agreement

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Spitfire's sla

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