First Contact Fix

We understand the customer frustration when dealing with multiple support agents, or where the person you speak to does not have the knowledge or ability to progress your support request satisfactorily, so we have designed our support operation with the concept of First Contact Fix.

We have broken down some of the barriers of the traditional tiered support model, as we find they can restrict the ability of customer support agents to gain a wider understanding of customer problems.  By exposing our Support Technicians to a wide range of technical support challenges we believe it increases their knowledge and enables them to better support our customers.

The Spitfire Support Technician that answers the phone will normally be the person that is able to positively progress the customer support case.

Training is a key part of this.  Support Technicians are provided with ongoing internal training and development, and in addition, all Support Technicians are Cisco Certified Entry Networking Technicians (CCENTs) or they are undertaking studies to become a CCENT.

Our Voice Engineers are regularly cross-trained with different phone systems and this ensures they have the best possible skills and experience, and that we have the increased manpower to dedicate to our customer support requests.

Also, behind the scenes, dedicated daily IP Engineering assistance is provided to Support Technicians to enable their growth to be able to provide high level support starting from the initial customer call.

By design, Spitfire’s support operation intends to apply our concept of First Contact Fix as far as is practicable, and we believe this results in the best possible customer experience.