HotDoc Service Levels for the week of 31/01/22

Dear HotDoc Community,

Welcome back to another update regarding HotDoc servicing levels for the week commencing 31 January, 2022.

HotDoc Support Wait Times 

For the week commencing 31/01/2022, HotDoc are meeting the following service levels:

• 96.2% of the time, we’re responding to your web form/email enquiries within 2-6 hours from a ticket being received. 
• For our phone lines, our average answer time sits under 1 minute depending on volumes 
• We’ve answered 86.7% of calls received in under 60 seconds
• We’ve seen an abandonment rate of 6% (calls that disconnected before being answered by an agent), an improvement from the week before of 9%.

What are we doing to improve?

• We are continuing to monitor phone volumes and dynamically redistributing resources to have extra coverage towards busier times of the day. We continue to see positive improvement, halving our wait times week on week.

How else can I get help?

• If your matter is not immediately urgent, it may be easier and quicker to submit a ticket through our website; submitting tickets saves you some wait time and keeps phone lines open for urgent matters.
• Visit the Support Centre or HotDoc Academy for an immediate answer to any 'How do I?' type questions.

Thank you and see you next week!