With more than 2000 calls coming through its switchboard each day, Internode has developed the new service to inform customers who want to place their calls during low-demand periods. The Frontline Queue Statistics page provides both tabular and graphical views of call numbers and wait times for its support, sales and account telephone lines.
The Frontline Queue Statistics project is Internode's latest initiative to become an even more customer-friendly company: Early this year, it released an Internode app for the iPhone to provide easy access to account information, network advisories and frequently called Internode telephone numbers. In May, Internode announced a four-year, $4 million redevelopment of its customer care systems using NetSuite.
Internode has piloted the Frontline Queue Statistics in beta form for several months. Today marks the public release of the service to all customers.
Internode managing director Simon Hackett said the Frontline service was intended to make life easier for customers. "It's part of our commitment to progressive disclosure of key aspects of our performance to our valued customers," he said.
"We intend to continue developing this service by adding real-time statistics about our online ticket handling performance. Our aim is to make Internode a really easy company to deal with."