First Call Resolution
INDUSTRY LEADING CUSTOMER SERVICE
We are an industry leader for customer service, providing 24/7 premium support designed for small and medium business, including first call resolution, dedicated billing support and 24/7 fault logging.
A Game Changing Customer Experience
Our customer service performance is driven by our commitment to providing ongoing training and upskilling for all staff. The increased capability, knowledge and confidence of our team empowers them to deliver your business a game changing customer experience.
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High Grade of Service We answer 96.4% of all customer calls in under 90 seconds. |
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Market Leading Customer Satisfaction Our Net Promoter Score is +46. The industry average is +1. |
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Fast Email Response Our customer service team has an average response time to emails under one hour. |
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88% Customer Approval Rating We survey our customers about our service. The results speak for themselves. |
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Salesforce We use Salesforce. It's our unfair advantage - and it's yours too. |
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Easy Onboarding
Switching to Business ICT Australia is easy. We will guide you through every step of the way before, during and after set-up of your new services, providing regular updates as your order progresses.
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| 1 / Welcome Call You’ll receive a welcome call and email from our onboarding team. |
2 / Provisioning Your order is allocated to one of our provisioning experts. |
3 / Configuration Our technicians configure your devices as required. |
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| 4 / Speedy Delivery Your hardware orders are delivered. |
5 / Installation Professional install and 'plug and play' available. |
6 / Porting Your existing phone numbers are ported (if required). |
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| 7 / End User Support Need help? Our support team is available 24/7. |
8 / Billing Support Our billing support team will call you every six months. |
9 / Ongoing Support Your local consultant provides ongoing support and analysis. |
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