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PSA: our outsourced support vendor cut response time from 9 hours to 40 minutes in 3 months, and the fix wasn't what I expected
Honestly I was ready to fire them back in March because tickets sat for almost 9 hours on average and our clients were furious. Then we had a call in April where their account lead showed me the real problem, our intake form was dumping every ticket into one general queue with no tags so agents were reading each one blind. They added 6 routing rules and a short required field for product area, and by June the average response was down to 40 minutes. Ngl I was sure we'd need to hire more people or switch vendors, but it was our own setup holding everything back. Has anyone else pushed back on a vendor and found out the mess was on your side of the fence?
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