Performance Statistics
We are one of the few virtual office providers brave enough to publish live statistics. Here at W1 Office we take pride in the fact that we are completely transparent regarding the quality of our call centre and mail forwarding services.
We use the information below to ensure that we are handling your mail and calls to the highest possible standard.
Call Handling Stats for the last month
01/06/2010 11:19:50 to 31/06/2010 11:19:50
Average Ring Time: 1.8 rings
This is the average time it takes us to answer a call. The results are so as we try to make sure the calls ring at least once, otherwise callers tend to get confused! We aim for fewer than two rings.
Answered Calls Rate: 97.69%
It's almost impossible to get a 100% answer rate. Some callers may change their mind and hang up after just a single ring. Above 90% is considered good for the industry. We aim for much higher.
Average Call Quality: 9.61 / 10
We score our calls against our own highly stringent quality criteria. Our full time quality control manager rates the calls on the criteria below. 10 is a perfect call, 9 is excellent, 8 is good, 7 or less gives cause for concern. We aim for 10.
Call Handling Quality Control Criteria
Throughout the year W1 Office received a number of calls from a variety of organisations which test us on the below criteria including:
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The number of rings taken to answer
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Call greeting
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Call control
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Attitude
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Manners
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Grammar
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Knowledge of the Client
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Voice quality
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Message Taken
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How the call was ended
In addition to our awards and accreditations, our quality control manager checks a large percentage of our calls on the above criteria. Each operator can see their quality scores in their portal, and can see if any improvement is required. This is just one of the reasons W1 Office is a leader within the industry.
Mail Forwarding Stats for the last month
01/06/2010 11:19:50 to 31/06/2010 11:19:50
Average Ring Time: 1.3 rings
This is the average time it takes us to answer the door whether its signing for post and packages or meeting your clients. The results are so as we try to make sure the business centre buzzer rings only once, otherwise visitors tend to get confused! We aim for fewer than two rings.
Answered Calls Rate: 99.79%
It's almost impossible to get a 100% answer rate. Sometimes we may miss the odd visitor or courier for post delivery and visitors may walk away after just a single ring. Above 90% is considered good for the industry. We aim for much higher.
Average Mail Handling Quality: 9.61 / 10
We score the sorting and handling of mail against our own highly stringent quality criteria. Our full time quality control post master rates the mail forwarding on the criteria below. 10 is a perfect send, 9 is excellent, 8 is good, 7 or less gives cause for concern. We aim for 10.
Mail Forwarding Quality Control Criteria
Throughout the year W1 Office received a number of pieces of post from a variety of organisations which test us on the below criteria including:
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The number of rings taken to answer the door
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Welcome greeting at the door
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Enquiry control
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Attitude
-
Manners
-
Grammar
-
Knowledge of the Client
-
Voice quality
-
Message Taken
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How the enquiry was ended
In addition to our awards and accreditations, our quality control post manager checks a large percentage of our mail on the above criteria. Each post handler can see their quality scores in their portal, and can see if any improvement is required. This is just one of the reasons W1 Office is a leader within the industry.