Services Provided By Exetel Sri Lanka April was the first month...

Services Provided By Exetel Sri Lanka

April was the first month that the Sri Lankan operation achieved the first of its major objectives. All calls were answered within an average of less than 60 seconds.

Obviously we dont know for certain but it is unlikely that ANY other ISP in Australia has ever achieved this speed and consistency of response.
Of course there are times when there are peaks but these seldom cause a call wait time to exceed 3 minutes.

The second goal is to resolve all non-carrier related issues on the first telephone call. This is an even tougher objective and is dependent on a much higher level of knowledge of all aspects of ADSL services in Australia than is currently possible to provide.

However our personnel retention remains at close to 100% and this means that we add 50 man/woman months of experience each month to the total team and our education programs continue to increase in depth knowledge.

The latest call wait times for both sales and support can be seen here (provisioning wait times remain at effectively instant):

http://forum.exetel.com.au/viewforum.php?f=324&sid=e1b2ad834db7b5337ddb5a4e8c9fad55