CS Monthly Report – November 2025

1. Ticket Volumes

Total tickets opened: 2,612
Total tickets closed: 2,693
Net movement: backlog reduced by 81 tickets (all agents closed more than they opened).

Tickets by team member (Opened / Closed):

  • Leo: 138 / 140
  • Mercedesz*: 51 / 65
  • Jenine: 913 / 934
  • Sarah*: 525 / 548
  • Zac: 115 / 116
  • India: 870 / 890

All team members contributed to a net reduction in open tickets across the month.

2. Phone Activity

Total calls:

  • Inbound calls: 263
  • Outbound calls: 353
  • Total calls handled: 616

Calls by team member (In / Out):

  • Sarah*: 30 / 139
  • Mercedesz*: 74 / 46
  • Jenine: 37 / 118
  • Leo: 112 / 17
  • Zac: 10 / 33

Total call duration (talk time):

  • Sarah*: 7:02:35
  • Mercedesz*: 7:05:32
  • Jenine: 3:43:56
  • Leo: 6:41:06
  • Zac: 1:59:28

Overall talk time: approximately 26 hours 32 minutes across the team.

3. Instant Chats

Total instant chats handled: 26

  • Zac: 6
  • Sree: 11
  • Vaishali: 6
  • Yashi: 2
  • Sargun: 1

4. Training Sessions

Total training sessions delivered: 44

  • Mercedesz*: 10
  • Jenine: 13
  • Sarah*: 8
  • GRATIS / Leo: 13

5. Utilisation & Project Work

Leo

  • Total hours logged: 130
  • Key activities:
    • 14 hours on customer training
    • 3 hours investigating an issue with different values on different reports for the same event
    • 2.15 hours creating test RFPs for the training team
    • 3 hours updating the GRATIS finance process document (shared by Heather)
    • 1.45 hours running the agent stats

Remaining time spent on BAU CS activity (tickets, calls, chats and general support).

Sarah

  • Total hours logged: 124
  • Key activities:
    • 22 hours on Agiito mapping
    • 9 hours on customer training

Remaining time spent on BAU CS activity and case handling.

Jenine

  • Total hours logged: 123
  • Key activities:
    • 14 hours on customer training
    • 2.5 hours contacting March renewals
    • 1.5 hours on no-account users
    • 44 hours updating invalid accommodation-only venues
    • 7.5 hours on TVD checks

Remaining time spent on BAU CS activity, tickets and phone work.

Mercedesz

  • Total hours logged: 116
  • Key activities:
    • 11 hours on customer training
    • 36 hours on Agiito mapping
    • 25 hours updating and removing invalid cluster groups

Remaining time spent on BAU CS activity.

6. CSAT (Customer Satisfaction)

Across November we received 102 CSAT responses.

  • Rating breakdown:
    • 96 × Very satisfied
    • 3 × Satisfied
    • 2 × Neither satisfied nor dissatisfied
    • 1 × Very dissatisfied
  • Top-box CSAT (Very satisfied only): ~94%
  • Positive CSAT (Satisfied + Very satisfied): ~97%

Feedback themes:

  • Strong emphasis on speed and efficiency (e.g. “Fantastic response time!! Thank you.”, “Service was very quick and simple. Can't thank Sreelakshmi enough”, “Very quick and efficient :)”).
  • Multiple comments highlighting outstanding service (e.g. “20 out of 10 service” for Sreelakshmi).
  • Named recognition for several team members including Sreelakshmi, Yashi, Vaishali, Sarah Green and others, with repeated positive feedback from key accounts such as Inspirational Venues, Calder Conferences, Gray Dawes and Votel Venues.

One Very dissatisfied score was received despite a positive comment (“fast and efficient”), suggesting a possible mis-click rather than a genuine negative experience.

7. Training Feedback

Across November we received three post-training surveys, all reflecting very positive experiences:

  • Overall satisfaction: 2 × Very Satisfied, 1 × Satisfied
  • Expectation match: 2 × Met Expectations, 1 × Exceeded Expectations
  • Trainer knowledge & presentation: all rated Excellent
  • Clarity of materials: 2 × Very Clear, 1 × Clear
  • Topic coverage: all confirmed Yes, all topics were covered
  • Post-training confidence: 2 × Confident, 1 × Very Confident
  • Duration: all rated as Just Right

Selected comments:

  • “Mercedesz was extremely helpful and knowledgeable and was able to answer all my questions” – Headingley Stadium (Sodexo), 14 Nov 2025
  • A suggestion to make future sessions more interactive by allowing delegates to “click through [the system] yourself rather than simply watch someone else doing the clicking.”

These results highlight consistently strong delivery from the training team (in particular Mercedesz), with one actionable opportunity to incorporate more hands-on, participant-led exercises.

8. Summary

  • The team handled high ticket volumes while still reducing the backlog by 81 tickets.
  • Phone coverage remained strong, with over 600 calls handled and more than 26 hours of talk time.
  • Instant chat and training activity show continued support for both clients and internal enablement.
  • Utilisation data shows a significant share of logged time invested in project work (Agiito mapping, data quality improvements, finance process updates) alongside BAU support, contributing to both immediate service levels and longer‑term process and data improvements.

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