Employment Hero Live Chat Performance
Here's a snapshot of our Live Chat support team's performance, showcasing our commitment to providing efficient and effective assistance. Live Chat is available for all customers.
Median Average Reply Time
46 Seconds
Data taken from the last 30 days
Time to first response to a customer's chat. An exceptionally low average indicates rapid responses.
Median Resolution Time
43 minutes
Data taken from the last 30 days
Average time to fully resolve a chat from start to finish.
Median Handle Time (Live chat Only)
26 Minutes
Data taken from the last 30 days
Percentage of solved chat tickets that are reopened. Lower is better.
Employment Hero Phone Support Performance
Discover how our phone support team is performing, reflecting our dedication to providing efficient and effective assistance over the phone. Phone support is only available for the Platinum and Employment Unlimited subscription plans and organisations who got it as an add on.
Average Answer Time
127 Seconds
Data taken from the last 30 days
Average time customers wait for a support agent to answer their call.
Average Call Duration
6 mins
Data taken from the last 30 days
Average length of a phone call from answer to disconnect.
One Touch Resolution Tickets
88%
Data taken from the last 30 days
Percentage of tickets resolved on the first interaction.
Median Handle Time
27 Minutes
Data taken from the last 30 days
Percentage of previously solved phone tickets that are reopened.