This report consolidates July–December 2025 performance for the Client Services (CS) team, drawing on monthly reports for July, August, September, October, November, and December. It highlights trends across ticket volumes and backlog, phone and chat activity, training delivery and feedback, utilisation and project work, and customer satisfaction (CSAT).

1. Ticket Volumes & Backlog

1.1 Monthly overview

Across the six months, the team consistently handled high ticket volumes, with a strong emphasis on closing at least as many tickets as were opened in most periods.

  • July 2025
    • Opened: 2,374
    • Closed: 2,382
    • Net: –8 (backlog reduced)
  • August 2025
    • Opened: 2,019
    • Closed: 2,026
    • Net: –7 (backlog reduced)
  • September 2025
    • Opened: 2,353
    • Closed: 2,301
    • Net: +52 (backlog increased)
  • October 2025
    • Opened: 2,355
    • Closed: 2,474
    • Net: –119 (backlog reduced)
  • November 2025
    • Opened: 2,612
    • Closed: 2,693
    • Net: –81 (backlog reduced)
  • December 2025
    • Opened: 2,579
    • Closed: 2,690
    • Net: –111 (backlog reduced)

Overall six‑month trend:

  • The only month with a net backlog increase was September (+52).
  • All other months delivered backlog reduction, with particularly strong performance in October (–119), November (–81), and December (–111).
  • The team showed a clear pattern of closing more tickets than opened in five out of six months, keeping the queue under control while overall volumes remained high.

1.2 Individual contributions

Across the period, a consistent pattern emerges:

  • High‑volume handlers:
    • India, Sarah*, and Jenine feature as the main volume drivers in every month where data is provided, often accounting for the majority of ticket throughput.
  • Solid throughput from Leo, Zac and Mercedesz*:
    • These team members consistently closed at or above their opened volumes in the later months (Oct–Dec), contributing to backlog reduction.
  • Net improvements in later months:
    • In October, November and December, all named team members closed at least as many tickets as they opened, underpinning the sustained drop in backlog.

2. Phone Support

2.1 Call volumes

Phone remains a targeted but important support channel, particularly for follow‑ups, renewals, and complex issues.

  • July 2025
    • Inbound: 230
    • Outbound: 377
    • Total: 607
  • August 2025
    • Inbound: 311 (sum of listed agents)
    • Outbound: 286 (sum of listed agents)
  • September 2025
    • Inbound: 264
    • Outbound: 539
    • Total: 803
  • October 2025
    • Inbound: 340
    • Outbound: 394
    • Total: 734
  • November 2025
    • Inbound: 263
    • Outbound: 353
    • Total: 616
  • December 2025
    • Inbound: 177
    • Outbound: 231
    • Total: 408

Trend observations:

  • Outbound-dominant mix: In all detailed months, outbound calls exceed inbound, reflecting a proactive approach (renewals, follow‑ups, training booking, etc.).
  • Peak activity: September and October show the highest total call volumes (803 and 734 respectively), aligned with strong backlog and training activity.
  • Gradual tapering toward year‑end: By December, totals drop to 408 calls, consistent with holiday season patterns and increasing reliance on tickets and AI chat.

2.2 Individual call performance

Recurring patterns across months:

  • Inbound leaders:
    • Leo repeatedly handles the highest inbound call volumes (e.g. 96 inbound in July, 80 in August, 67 in September, 147 in October, 71 in December), and often has one of the highest total talk times.
  • Outbound leaders:
    • Sarah* consistently leads on outbound calls, particularly in July (204), September (277), October (206), November (139) and December (100), suggesting a strong focus on renewals, training follow‑up, and proactive outreach.
  • Average handle time:
    • Mercedesz* typically shows a longer average call duration (e.g. ~4 minutes in September–October), indicating time spent on more complex or consultative calls.

3. Live Chat & AI Support

3.1 Human chat volumes

  • July 2025: 65 chats, led by Sree, Vaishali, and Tolika, with support from Shivam and Jenine.
  • August 2025: 50 chats, handled by Jenine, Sree, Vaishali, and Tolika.
  • September 2025: 61 chats, handled by Sree, Vaishali, Sargun, and Jenine.
  • October 2025: 38 chats, led by Zac, Sree, Vaishali, Yashi, and Sargun.
  • November 2025: 26 chats, handled by Zac, Sree, Vaishali, Yashi, and Sargun.
  • December 2025: 13 human chats (plus 25 AI chats), primarily handled by Sree, Yashi, and Sargun.

3.2 AI adoption

By December, the AI agent handled 25 of 38 total chats, meaning around two‑thirds of live chat volume was serviced by AI.

This shows a clear shift toward AI absorbing simpler, high‑frequency queries, allowing human agents to focus on more complex or higher‑value tickets and calls.

4. Training Delivery & Feedback

4.1 Training volumes

Training remained a consistent and sizeable part of CS activity across the six months:

  • July 2025: 72 sessions
  • August 2025: 60 sessions
  • September 2025: 60 sessions
  • October 2025: 37 sessions
  • November 2025: 44 sessions
  • December 2025: 20 sessions

Trend:

  • Very high training intensity in July–September, with Sarah*, Mercedesz*, Jenine and GRATIS/Leo all heavily engaged.
  • Volumes ease slightly in October–December, but remain material, with ongoing demand and focused enablement for key clients and projects.

4.2 Trainer contributions

Across the six months:

  • Jenine:
    • Month-on-month, one of the top training contributors (e.g. 29 sessions in July, 21 in August/September, 5 in October, 13 in November, 6 in December), balancing this with high ticket throughput.
  • Sarah*:
    • Regularly completes 13–16+ sessions per month in the earlier period and continues to lead in October and December.
    • Also heavily involved in renewals and project work (e.g. Agiito mapping).
  • Mercedesz*:
    • Delivers 10–23 sessions per month in July–September and remains active through the end of the year, alongside complex calls and project work.
  • GRATIS/Leo:
    • Provides a steady contribution each month, especially for new GRATIS clients and specialist use cases.

4.3 Training quality & customer feedback

Where survey data is available (September–December), feedback is consistently excellent:

  • September 2025 training surveys:
    • 100% Very Satisfied, Expectations met or exceeded in all cases.
    • Trainer knowledge consistently Excellent, material Very Clear, and session durations Just Right.
  • October 2025 training feedback:
    • Mix of Very Satisfied and Satisfied, with expectations met or exceeded in all cases.
    • Trainers (especially Sarah and Mercedesz) explicitly praised for clarity, confidence-building and tailoring sessions to delegate needs.
  • November 2025 surveys:
    • All ratings either Very Satisfied or Satisfied.
    • Trainer knowledge Excellent across the board; customers report being Confident or Very Confident post-training.
    • One suggestion to make training more interactive and hands-on, indicating an opportunity to further enhance engagement.
  • December 2025 feedback:
    • Again Very Satisfied or Satisfied across sessions, with comments highlighting Sarah as “super helpful” and sessions as “very informative.”

Conclusion: Training is a clear strength of the team, with very high satisfaction, strong perceived trainer expertise, and good alignment to customer expectations.

5. Utilisation & Project Work

5.1 Hours logged

Where utilisation data is provided, total logged hours remain high and stable, with a clear split between BAU (tickets/calls/chats) and project or value-add work.

Representative examples:

  • July 2025:
    • Leo: 137 hours, with time on training, new GRATIS instances, development testing, and client calls.
    • Mercedesz: 118 hours, including 25 hours training and >50 hours on VDC enquiries.
    • Sarah*: 113 hours, with significant time on training, renewals, Green Key data and investigations.
    • Jenine: 95 hours, with a heavy mix of training and the Accom Only project.
  • September 2025 (selected agents, total 487 hours):
    • Jenine: 130 hours – large share on training, MFA support, renewals, and TVD quality reports.
    • Sarah: 124 hours – training, renewals and MFA support.
    • Mercedesz: 121 hours – training, finance checks, reporting and VDC RFPs.
    • Leo: 112 hours – training, bug review, demos, RFPs and database setup for new clients.
  • October 2025 (team subset 444.5 hours):
    • Heavy allocation to training, renewals, quality reviews, content creation, and core tickets/calls.
    • Leo invests time in training, videos, and help docs; others focus on renewals, listings/admin and QA.
  • November 2025:
    • Leo: 130 hours – mix of training and structured project work (report investigations, test RFPs, finance process updates, stats).
    • Sarah: 124 hours – emphasis on Agiito mapping plus training.
    • Jenine: 123 hours – large chunk on data clean-up and TVD checks alongside training and renewals work.
    • Mercedesz: 116 hours – heavy Agiito mapping and data clean-up, plus training.
  • December 2025:
    • Sarah: 141 hours, with ~96 hours on Agiito mapping, plus training and renewals.
    • Mercedesz: 131 hours, including 83.5 hours on Agiito mapping and VDC enquiries.
    • Leo: 124 hours, spread across accessibility work, GRATIS analysis, Calder commission issues and training.
    • Jenine: 88 hours, with time on training, renewals, and adding users to user-less venues.

5.2 Key themes

  • Project-heavy second half of the year:
    • Agiito mapping dominates November–December for Sarah and Mercedesz, with ~180+ hours between them in December alone.
    • Earlier months show focus on Accom Only, TVD quality reports, GRATIS instances, accessibility reviews, finance checks, and data corrections.
  • BAU remains strong despite projects:
    • Even with substantial project commitments, agents maintain high ticket, call and training volumes, underpinning both day‑to‑day service and strategic improvements.

6. Customer Satisfaction (CSAT)

6.1 Overall CSAT performance

Across the six months, CSAT remains consistently high, with only isolated detractor scores:

  • July 2025:
    • 107 responses: very high share Very satisfied with a small number of Dissatisfied/Very dissatisfied cases, each understood and followed up.
  • August 2025:
    • 95.24% positive (80/84 Very satisfied or Satisfied), with a small number of lower ratings, mostly neutral or related to misunderstanding of process.
  • September 2025 (selected agents):
    • 18 responses; Top‑2 box 94.4%, Top‑1 box 94.4%, with just one neutral rating.
  • October 2025:
    • 139 responses; Top‑2 box CSAT 98.6% (137/139), with top‑box (Very satisfied) at 89.2%.
    • Only two detractors (1 Dissatisfied, 1 Very dissatisfied); both understood and documented.
  • November 2025:
    • ~102 responses; approximately 97% positive (Very satisfied or Satisfied), with ~94% Very satisfied.
    • One Very dissatisfied score appears likely to be a mistaken click given the positive accompanying comment.
  • December 2025 (Venue Support):
    • 78 responses; 97% positive, with 79% Very satisfied.
    • By agent, several team members achieve 100% positive from their sample, with strong scores for high‑volume agents like Yashi and Sree.

6.2 Qualitative feedback themes

Recurring themes across the period:

  • Speed and efficiency:
    • Customers frequently reference “super quick,” “quickest response ever,” “fantastically quick response”, and “fantastic response time!!”
  • Professionalism and helpfulness:
    • Agents are regularly described as “super helpful,” “very professional,” “great guidance,” “extremely helpful and knowledgeable”, and “20 out of 10 service.”
  • Clarity and confidence-building:
    • Training and support interactions are praised for clear explanations, easy to understand guidance, and increased user confidence in using the platform.
  • Areas for improvement:
    • A handful of negative comments relate to response delays in individual tickets or process misunderstandings (e.g. the nature of tickets, who should contact whom).
    • One training survey suggests more interactive, hands-on sessions, which presents an opportunity to further enhance what is already a strong area.

7. Highlights & Key Observations

  1. Sustained backlog control:
    • Despite occasional spikes (notably September’s backlog increase), the team finished the period with strong consecutive months of net backlog reduction in October, November, and December.
  2. High throughput under project load:
    • Major projects such as Agiito mapping, data quality initiatives, Accom Only, and Calder / GRATIS work consumed significant hours, yet BAU