It’s no secret that we had an issue for the last few months with high wait times. To solve this, we kicked off some cross-company efforts. Our internal product teams built new tools to help us manage the queues more efficiently, we had multiple power sessions where non-COps staff came and joined us on support for a few hours, and we managed to hire and train at a faster pace than we’d previously been able to so that we’d have enough staff, particularly around evenings and weekends.
There’s still work to do to maintain it with growth to ensure that we hire at the correct pace, and there’s some still some places where we’ll be continuing to hire a lot of staff. In Cardiff and soon in Las Vegas we’ll be expanding to a significant degree. And Xmas may still be somewhat challenging with the amount of people that’ll be away.
But I’m absolutely thrilled to show that these are the stats right now (on a Sunday no less!).
This is absolutely incredible, and it feels like the fog has really lifted. We’re literally back to being able to solve queries pretty much in real time and cleared the backlog. Also, the vast majority of all queries are now coming through Monzo Chat, our own custom built tool
There’s a lot of people that should be thanked, but our entire COps team deserve a huge round of applause, IMO, particularly the people that have been working huge queues in some difficult hours with fewer people on over the last few months