Thanks Jonathan and Colin
We've improved a lot and our staff members willingly follow policies which allows us to maintain proper backups of all servers, 24x7 monitoring of all servers and ensuring 100% satisfaction for customers at the end of conversation ( Tickets, phone as well as livechat ).
Our forum has also helped a lot as any sort of complaint in forum makes many support staff members answer questions and now everyone tries to avoid mistakes to stay away from our questions.