July CS Team Performance Report 

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1. Ticket Volume: Opened & Closed 

Team Member 

Tickets Opened 

Tickets Closed 

Leo 

136 

153 

Mercedesz 

134 

156 

Jenine 

397 

367 

Sarah* 

523 

528 

Zac 

162 

156 

India 

1,022 

1,022 

Total 

2,374 

2,382 

  • The team collectively opened 2,374 tickets and closed 2,382 in July. 

  • India and Sarah* (part-time) handled the highest ticket volumes. 

  • The team closed more tickets than were opened, maintaining a positive resolution rate. 

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2. Call Volume: Inbound & Outbound 

Team Member 

Inbound Calls 

Outbound Calls 

Sarah* 

31 

204 

Mercedesz 

71 

58 

Jenine 

32 

91 

Leo 

96 

24 

Total 

230 

377 

  • Sarah* made the highest number of outbound calls (204). 

  • Leo handled the most inbound calls (96). 

  • All listed team members contributed to both inbound and outbound call activity. 

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3. Chat Support Activity 

Team Member 

Chats Handled 

Shivam 

7 

Jenine 

6 

Sree 

20 

Vaishali 

18 

Tolika 

14 

Total 

65 

  • Sree, Vaishali, and Tolika managed the majority of chat interactions. 

  • Shivam and Jenine also contributed to chat support. 

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4. Training Sessions Completed 

Team Member 

Sessions Completed 

Mercedesz 

23 

Jenine 

29 

Sarah* 

13 

GRATIS/Leo 

7 

Total 

72 

  • Jenine led training participation with 29 sessions. 

  • All listed team members contributed to ongoing training and development. 

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5. Team Utilisation & Activity Highlights 

Below is a detailed breakdown of hours logged and key activities for each team member in July. 

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Leo 

 

 

Hours Logged 

137 

Highlights: - 10 hours on client training. - 5 hours setting up the new GRATIS instance for Good Travel. - 5 hours testing development tickets released for GRATIS. - 5 hours setting up the new GRATIS office for Brief to Events. - 3 hours on client calls with Inntel. 

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Mercedesz 

Metric 

Value 

Hours Logged 

118 

Highlights: - 25 hours on client training. - 2 hours contacting CVBs regarding collection updates. - Over 50 hours on VDC enquiries. 

 

Sarah* (Part-Time) 

Metric 

Value 

Hours Logged 

113 

Highlights: - 15 hours on client training. - 3 hours investigating a lost booking issue for Hilton. - 10 hours processing Green Key data. - 6 hours contacting October renewals. - 2 hours chasing up outstanding training calls. 

 

Jenine 

Metric 

Value 

Hours Logged 

95 

Highlights: - 30 hours on client training. - 40 hours on the Accom Only project. - 4 hours chasing renewals. 

 

6. Customer Satisfaction (CSAT) Survey Summary – July 2025 

CSAT Response Overview 

  • Total CSAT survey responses: 107 

  • Rating distribution:  

  • Very satisfied: 96 

  • Satisfied: 6 

  • Neither satisfied nor dissatisfied: 1 

  • Dissatisfied: 2 

  • Very dissatisfied: 2 

Notable Negative Ratings & Explanations 

  • Very dissatisfied (02/07/2025, Ticket 264550):  

  • The user reopened a ticket from two months ago that had already been resolved. We advised them to submit a new ticket, after which they left a very dissatisfied rating. We reached out three times for clarification, but received no response and still do not understand the reason for the negative rating. 

  • Very dissatisfied (03/07/2025, Ticket 264290):  

  • The client confirmed they were actually very satisfied and had submitted the negative rating by mistake. They requested the survey be resent so they could correct their response. 

  • Dissatisfied (17/07/2025, Ticket 277074):  

  • The client commented "Slow, 1 week." We apologised for the delay in resolving their issue. 

  • Dissatisfied (21/07/2025, Ticket 280445):  

  • The client noted they had to contact the client directly to resolve an issue with an agent. We responded to explain how the system works and politely advised them to contact the relevant agent directly for such matters. 

Positive Feedback Themes 

  • Quick and efficient resolution 

  • Clear explanations 

  • Helpful and friendly staff 

  • Patience and supportive attitude 

Customers consistently highlighted the team’s promptness, clarity, and supportive approach as key strengths. 

Key Takeaways 

  • The overwhelming majority of responses were "Very satisfied," reflecting strong customer satisfaction. 

  • Negative feedback was limited and specific, with clear explanations or follow-up provided in each case. 

  • Positive comments frequently praised the team’s speed, helpfulness, and professionalism. 

 

Key Takeaways 

  • The team maintained strong ticket management, closing more tickets than were opened. 

  • High ticket volumes were managed by India and Sarah* (part-time), with significant contributions from all members. 

  • Inbound and outbound call activity was led by Sarah* (outbound) and Leo (inbound). 

  • Chat support was distributed across five team members, with Sree, Vaishali, and Tolika handling the largest share. 

  • Ongoing training remains a focus, with notable engagement from Jenine, Mercedesz, Sarah*, and Leo. 

  • Team utilisation data shows a strong focus on client training, project work, and enquiry management. 

  • CSAT results were excellent overall, with negative feedback fully understood and addressed. 

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Note: The asterisk () denotes part-time status and applies only to Sarah. If you need additional sections (such as training survey feedback), please provide the relevant data or let me know your requirements.*